Genesys Tech Lead

About the role

You will make an impact by leading the architecture, design, and technical delivery of Genesys Cloud CX solutions for our clients. You will be a valued member of the team and work collaboratively with managers, primary teams, and other stakeholders to deliver scalable, secure, and innovative contact center solutions.

Responsibilities

• Lead end-to-end solution architecture for Genesys Cloud CX implementations and transformations.
• Define target-state contact center design, integration patterns, security models, and migration approaches.
• Create scalable omnichannel customer engagement solutions across voice, chat, email, SMS, messaging, and social channels.
• Create technical diagrams, specifications, solution design documents, and deployment roadmaps.
• Ensure solutions align with enterprise architecture standards, security requirements, and business objectives.

Requirements

• Proven experience leading solution architecture and technical design for Genesys Cloud CX implementations.
• Strong background in designing and implementing omnichannel customer engagement solutions.
• Expertise in integration and API development with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, CRM applications, core banking, mortgage servicing, payment, and identity/authentication systems.
• Demonstrated ability to lead technical workshops, establish coding standards, and drive troubleshooting of complex production issues.
• Experience ensuring solutions meet enterprise architecture standards, security requirements, and business objectives.

Qualifications

• Experience designing and implementing AI-driven customer experience solutions leveraging Genesys AI, predictive routing, agent assist, virtual agents, knowledge management, conversational AI, and journey analytics.
• Ability to partner with business teams to identify automation opportunities and drive operational efficiencies.
• Experience architecting integrations and developing deployment governance frameworks.
• Advanced knowledge of workforce engagement management, quality management, performance management, conversation analytics, and speech/text analytics within Genesys Cloud.
• Excellent communication and leadership skills, with a track record of successful project delivery in complex environments.

Skills

• Proven experience leading solution architecture and technical design for Genesys Cloud CX implementations.
• Strong background in designing and implementing omnichannel customer engagement solutions.
• Expertise in integration and API development with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, CRM applications, core banking, mortgage servicing, payment, and identity/authentication systems.
• Demonstrated ability to lead technical workshops, establish coding standards, and drive troubleshooting of complex production issues.
• Experience ensuring solutions meet enterprise architecture standards, security requirements, and business objectives.
• Experience designing and implementing AI-driven customer experience solutions leveraging Genesys AI, predictive routing, agent assist, virtual agents, knowledge management, conversational AI, and journey analytics.
• Ability to partner with business teams to identify automation opportunities and drive operational efficiencies.
• Experience architecting integrations and developing deployment governance frameworks.
• Advanced knowledge of workforce engagement management, quality management, performance management, conversation analytics, and speech/text analytics within Genesys Cloud.
• Excellent communication and leadership skills, with a track record of successful project delivery in complex environments.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Pay

The annual salary for this position is between $80,000p.a - $120,000p.a depending on experience and other qualifications of the successful candidate.

Schedule

This is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.