Genesys Senior Consultant, Technical Transformation

Genesys Senior Consultant, Technical Transformation

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects.

Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

• Assess current-state contact center operations, integrations, and business and operational requirements to support modernization efforts
• Identify gaps, risks, dependencies, and modernization opportunities across telephony, routing, interactive voice response, reporting, and platform configuration
• Develop and present recommendations for the target-state Genesys Cloud CX solution and implementation approach
• Lead configuration and implementation of Genesys Cloud CX capabilities, including Architect flows, routing, queues, user setup, permissions, and reporting
• Partner with architects, business stakeholders, and integration teams to translate requirements into scalable solution designs and support testing, defect resolution, cutover, and deployment readiness
• Produce technical documentation and implementation artifacts

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or work streams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

• 4+ years of hands‑on experience implementing Genesys Cloud CX in production environments
• 2+ years of experience configuring Genesys Cloud CX Architect flows, queues, routing, user setup, permissions, and reporting
• 2+ years of experience assessing current-state contact center environments and developing target-state solution recommendations and implementation approaches for contact center modernization efforts
• 2+ years of experience supporting testing, defect resolution, cutover, and deployment activities for contact center implementations
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to travel 0-25%, on average, based on the work you do and the clients and industries/sectors you serve

• Experience leading contact center transformation or migration efforts
• Experience working directly with clients to assess business and operational requirements and support solution delivery

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

A reasonable estimate of the current range is $116,200 to $229,100.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.