Genesys Engineer/Architect

Job Summary

To support contact center operations, the remote contract Genesys Engineer/Architect will architect AI-powered solutions, troubleshoot issues, and onboard new service lines while managing a significant volume of requests.

Key Responsibilities

• Engage with stakeholders to understand business challenges and define technology-driven solutions
• Architect and design AI-powered contact center solutions, integrating technologies such as Conversational AI and Agent Assist
• Troubleshoot and resolve issues within the Genesys platform, managing approximately 300 tickets per month

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field
• Minimum 10 years of experience in relevant roles
• 3-5 years of experience migrating from on-premise to Genesys Cloud CX or implementing Genesys Cloud CX
• Deep familiarity with the Genesys platform and contact center operations
• Experience with telecom providers is preferred