Job Description

Position Overview:

As a Genesys SME , you will be responsible for leading the design, implementation, and optimization of Genesys contact center solutions. You will work closely with both internal teams and clients to ensure the seamless delivery of customer service technologies that drive operational efficiency and enhance customer experiences. Your expertise will guide the development and troubleshooting of Genesys-based solutions and will be critical in providing strategic direction for the organization’s contact center technologies.

Key Responsibilities:

• Lead the design, implementation, and optimization of Genesys solutions for contact centers.
• Provide subject matter expertise on Genesys platforms including Genesys Cloud , Genesys Engage , and Genesys Multicloud .
• Work closely with client stakeholders to define technical requirements, provide recommendations, and ensure that Genesys solutions align with business objectives.
• Support the integration of Genesys solutions with third-party applications and systems.
• Develop and document best practices for the configuration, management, and troubleshooting of Genesys platforms.
• Provide technical leadership to project teams and ensure high-quality solution delivery.
• Lead the troubleshooting and resolution of complex issues related to Genesys platforms.
• Work with cross-functional teams to enhance customer experience and ensure the reliability and scalability of contact center solutions.
• Stay updated on Genesys product updates and emerging trends in contact center technologies.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in Genesys platform solutions, with hands-on experience in designing, implementing, and optimizing Genesys contact center technologies.
• Strong experience with Genesys Cloud , Genesys Engage , Genesys Multicloud , and Genesys Pure Connect .
• Extensive knowledge of IVR , ACD , Omnichannel solutions, and contact center workflows .
• Expertise in Genesys scripting and configuration .
• Solid understanding of integration with CRM systems and third-party applications .
• Excellent troubleshooting skills and ability to resolve complex technical issues.
• Strong project management skills and the ability to lead cross-functional teams.
• Excellent communication and stakeholder management skills.
• Must be available to work onsite in Boston, MA .

Preferred Qualifications:

• Genesys certifications (e.g., Genesys Certified Professional , Genesys Cloud Architect , etc.).
• Experience working with cloud-based contact center solutions .
• Knowledge of CTI , Omnichannel , and workforce optimization solutions.
• Experience with agile methodologies and project management tools.

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