About the company
Our partner is a fast-growing environment that values technical leadership, operational governance, and business partnership.
Responsibilities
- Build, lead, mentor, and develop a team of Genesys administrators and engineers.
- Remain hands-on with Genesys Cloud by contributing to complex configuration, Architect flows, routing strategies, outbound solutions, integrations, troubleshooting, and technical reviews.
- Translate strategic Genesys priorities into detailed implementation plans.
- Coordinate major releases and platform changes across business teams, IT, Salesforce, Filevine, Data Engineering, telecommunications carriers, Genesys, and implementation partners.
- Own the reliability, stability, performance, and operational health of the Genesys Cloud environment.
- Establish proactive platform-health reviews, identify recurring defects, capacity constraints, configuration issues, and other risks.
- Serve as the senior owner for major incidents and recurring platform problems.
- Establish robust change-management, testing, approval, deployment, rollback, and post-release validation standards.
- Review Genesys product releases and feature changes, assess business impact, and coordinate required testing, communications, and configuration updates.
- Own the Genesys side of integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and other enterprise systems.
- Partner with Intake, Client Success, Workforce Management, Quality Assurance, Learning & Development, Analytics, Legal, and other teams.
- Use contact center technology to improve speed to lead, answer rates, contact rates, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity.
- Identify opportunities to leverage AI-enabled capabilities such as Agent Assist, AI routing, transcription, speech and text analytics, automated summaries, workflow automation, and journey orchestration.
- Translate legal and compliance requirements into practical controls.
- Maintain strong governance around administrative access, configuration changes, recording policies, integrations, credentials, and other high-risk platform components.
- Partner with IT and Security to align the Genesys environment with enterprise standards.
- Surface platform, compliance, capacity, vendor, and integration risks early.
Requirements
- 7+ years of progressive experience in contact center technology, CCaaS, telecommunications, platform engineering, or a related discipline.
- 5+ years of hands-on Genesys Cloud CX administration, architecture, or engineering experience.
- Demonstrated experience leading, mentoring, or building technical teams.
- Strong experience with outbound dialing and campaign management.
- Strong understanding of contact center telephony, including SIP, telecommunications carriers, DID management, call routing, recording, transfers, and complex voice troubleshooting.
- Experience integrating Genesys Cloud with Salesforce or other CRM platforms through data actions, APIs, webhooks, screen pops, workflow automation, and related integration patterns.
- Ability to translate business requirements into scalable technical solutions and communicate complex platform issues effectively.