Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations customer experience
Job in
Montreal, Montréal, Province de Québec, Canada
Listing for:
S.i. Systems
Contract
position
Listed on 2026-07-26
Job specializations:
-
IT/Tech
Business Systems & Technology Analysis, IT Business Analyst, IT Project Manager
Job Description & How to Apply Below
Position: Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations across customer experience
Location: MontrealOur public sector client is seeking a Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations across customer experience platforms
This role supports the evolution of contact centre and customer experience capabilities within a large public sector environment. The consultant will lead intake, prioritization, solution design, configuration, and implementation activities across the Genesys Cloud ecosystem, including integrations with Service Now, Salesforce, and enterprise platforms. The engagement includes hands-on platform configuration, backlog management, release coordination, reporting and analytics improvements, and stakeholder collaboration across business, technical, and vendor teams.
The contract is expected to run for an initial 12-month term in a remote delivery model.
Contract, Ottawa, Remote,
Working Hours:
EST
Must Haves
5+ years in Genesys Cloud CX
, configuration
, administration
, troubleshooting
, and enhancement deliveryAPI integrations
, middleware
, Service Now
, Salesforce
, and cloud integration patternsRequirements gathering
, solution design
, Agile delivery
, backlog prioritization
, and implementation leadershipReliability clearance eligibility and strong verbal and written English communication with business stakeholders, technical teams, vendors, and managed service providersPost-secondary education not specifiedNice to Have
Contact Centre and Customer Experience (CX) experienceReporting, analytics, dashboards, and KPI developmentAzure integration and enterprise architecture experienceExperience mentoring team members and providing knowledge transferResponsibilities
Lead intake, analysis, prioritization, and delivery of Genesys enhancement requestsCollaborate with TOS on lower environments, release management, platform governance, and operational processesConfigure and extend Genesys Cloud capabilities to improve customer and agent experienceDesign and implement integrations with Service Now, Salesforce, reporting platforms, and enterprise systemsEstablish and maintain a prioritized backlog, roadmap, and delivery planSupport reporting, analytics, AI, automation, routing, workforce optimization, and customer experience initiativesAct as the primary liaison between business stakeholders, TOS, vendors, and delivery teams
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