Principal Genesys Cloud PS Consultant

Job Description

REQUIREMENTS

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.

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.

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