Job Summary
• Seeking a Genesys Developer/Architect to support the expansion, modernization, and ongoing operation of a large-scale contact center environment.
• Lead initiatives related to Genesys platform enhancement, cloud migration, Workforce Management (WFM), AI capabilities, and onboarding of new business units and service lines.
• Serve as a technical expert responsible for architecture, troubleshooting, stakeholder engagement, and delivery of scalable contact center solutions.
• Collaborate with business and technical teams to drive innovation, operational efficiency, and exceptional user experiences across contact center operations.

Key Responsibilities
• Design, architect, and implement Genesys contact center solutions to support evolving business requirements.
• Support the rebuilding and expansion of the Genesys environment, including Workforce Management (WFM) and AI-enabled capabilities.
• Lead and support migration initiatives from on-premises Genesys environments to Genesys Cloud CX.
• Engage with stakeholders to understand business challenges and translate requirements into scalable technology solutions.
• Architect and integrate AI-powered contact center capabilities, including Conversational AI, Agent Assist, and automation solutions.
• Troubleshoot and resolve issues within the Genesys platform while managing a high volume of support requests and incidents.
• Support onboarding and integration of new service lines, departments, and operational groups onto the Genesys platform.
• Develop proof-of-concept solutions, technical demonstrations, and architecture blueprints.
• Provide hands-on technical support and guidance related to Genesys, AI integrations, and automation workflows.
• Collaborate with cross-functional teams to establish best practices, operational procedures, and technical standards.
• Create and maintain technical documentation, architecture diagrams, and user training materials.
• Serve as a trusted advisor to stakeholders by providing technical expertise and recommendations for contact center optimization.
• Work closely with telecom providers and related technologies to support contact center operations and connectivity requirements.
• Assist with user training, knowledge transfer, and adoption of new platform capabilities.

Required Qualifications
• 3-5 years of experience implementing, supporting, or architecting Genesys solutions.
• Strong hands-on experience with Genesys platforms, including Genesys Cloud CX.
• Experience supporting contact center operations and customer engagement technologies.
• Experience with cloud migration projects, particularly transitioning from on-premises environments to cloud-based contact center platforms.
• Strong troubleshooting and problem-solving skills in complex production environments.
• Experience integrating AI, automation, or intelligent contact center capabilities.
• Knowledge of Workforce Management (WFM) solutions and contact center optimization practices.
• Experience gathering business requirements and translating them into technical solutions.
• Familiarity with telecom technologies and service providers.
• Strong communication, stakeholder management, and collaboration skills.
• Ability to support multiple initiatives, priorities, and operational requests simultaneously.
• Experience creating technical documentation and solution designs.

Preferred Qualifications
• Experience working within healthcare environments or supporting healthcare-related contact center operations.
• Experience communicating with clinical, operational, or business stakeholders.
• Experience developing and delivering end-user training programs and training materials.
• Experience supporting large-scale onboarding initiatives for new clinics, departments, or business units.
• Familiarity with AI-powered customer experience technologies, Agent Assist, and Conversational AI solutions.
• Experience designing enterprise-scale contact center architecture and governance frameworks.
• Knowledge of contact center analytics, reporting, and workforce optimization solutions.