Genesys Developer​/Architect

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.

• 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.

• 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.

• 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.