We are seeking a
Genesys Cloud CX Reporting SME to support a large-scale public sector contact centre modernization program. The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment. The ideal candidate will be able to operate independently, provide hands-on delivery, and advise client stakeholders on reporting best practices from day one.
Responsibilities- Act as the reporting subject matter expert for a Genesys Cloud CX deployment within a public sector contact center environment.
- Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics.
- Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics.
- Translate business and operational requirements into accurate, scalable reporting solutions.
- Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices.
- Support data exports, integrations, and cross-platform reporting requirements where applicable.
- Document reporting configurations, design decisions, assumptions, and recommendations throughout the engagement.
- Provide knowledge transfer and guidance to internal and client-side teams as required.
Qualifications- 7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics.
- Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics.
- Strong understanding of contact centre operations, reporting needs, and KPI measurement.
- Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly.
- Experience working in an advisory or SME capacity on enterprise-scale implementations.
Nice to have:- Familiarity with Genesys Cloud Workforce Engagement Management (WEM) reporting and workforce analytics
- Experience working within a subcontractor or systems integrator model alongside a prime contractor
- Genesys Cloud certifications (CX Cloud, CX Reporting)
- Security Clearance Level B
- English and French speaking
Additional InformationWe offer:- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
