Senior Genesys Consultant / Tech Lead

Key Responsibilities

• Design, implement, configure, and optimize Genesys Engage and Genesys Cloud CX solutions for enterprise contact centers.
• Develop and manage call routing, queuing, IVR, outbound dialer campaigns, omnichannel interactions, and call recording solutions.
• Build and enhance conversational flows using Genesys Cloud Architect.
• Integrate Genesys platforms with enterprise applications using CTI, REST APIs, and third-party systems.
• Configure and support VoIP, SIP, PBX, and telephony infrastructure for high availability and performance.
• Implement and optimize NICE IEX Workforce Management (WFM) and NICE CXone solutions for workforce forecasting, scheduling, and optimization.
• Lead technical architecture, solution design, code reviews, and establish engineering best practices.
• Support incident management, root cause analysis, disaster recovery planning, and business continuity initiatives.
• Automate deployment and operational processes using CI/CD pipelines, DevOps practices, JavaScript, Python, and Java.
• Collaborate with business stakeholders, architects, infrastructure teams, and vendors to deliver scalable customer experience solutions.
• Mentor engineering teams and provide technical leadership throughout project delivery.
• Troubleshoot complex production issues while ensuring platform reliability, security, and operational excellence.

Required Skills

• 15+ years of experience with enterprise contact center technologies.
• Strong hands-on experience with Genesys Engage and Genesys Cloud CX.
• Expertise in Genesys Cloud Architect, IVR development, call routing, queuing, outbound dialer, omnichannel solutions, and call recording.
• Experience with CTI integration, VoIP, SIP, and PBX technologies.
• Hands-on experience with NICE IEX Workforce Management (WFM) and NICE CXone.
• Strong understanding of workforce management, forecasting, scheduling, and optimization.
• Experience with JavaScript, Python, and Java for automation and integrations.
• Knowledge of CI/CD pipelines, DevOps practices, Git, Jenkins, and Agile methodologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication, collaboration, and leadership abilities.

Preferred Qualifications

• Genesys Certified Professional certification.
• ITIL Certification.
• NICE CXone Certified Administrator certification.
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Experience working in large enterprise or global contact center environments.