We are looking for a
Principal Genesys Cloud Professional Services Consultant to join our team and drive the delivery of innovative, enterprise-grade contact center solutions.
In this role, you will lead the design and implementation of advanced multi-channel customer experience platforms, leveraging deep expertise in Genesys Cloud and modern contact center technologies.
The ideal candidate combines strong technical leadership, hands-on delivery experience, and the ability to translate complex business requirements into scalable, high-quality solutions.
Responsibilities:- Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions.
- Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off.
- Analyze complex business and technical challenges to define scalable and effective solution architectures.
- Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate.
- Configure and optimize Genesys Cloud environments to align with changing business and operational needs.
- Lead the planning and execution of contact center deployments, migrations, and system upgrades.
- Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors.
- Support production readiness activities and ensure smooth transition of contact center solutions into live environments.
Qualifications- 5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments.
- Experience in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings.
- Proven expertise in building routing strategies and IVR workflows using Genesys Architect
- Experience with CRM integration (e.g., Salesforce, MS Dynamics) with the Genesys Cloud environment
- Strong background in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance.
- Solid understanding of business processes and their alignment with customer experience technologies.
- Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing approaches.
Nice to Have- Knowledge of Genesys Cloud Workforce Management (WFM): provide expert guidance and best practices to optimize workforce management processes within the Genesys Cloud environment.
- Genesys Cloud Training: conduct training sessions for various roles, including supervisors, administrators, users, and architects, to enhance their understanding and effective use of Genesys Cloud features
- Experience with CX Cloud from Genesys and Salesforce
Additional InformationWe offer:- 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.
