Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Genesys Voice Platform
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking a Senior Genesys Cloud SME to lead the design, implementation, and operations of enterprise Genesys Cloud CX platforms with a strong focus on AIpowered customer experience, intelligent automation, and cloud contact center transformation. The ideal candidate will possess deep expertise in Genesys Cloud CX, omnichannel contact center operations, Microsoft Teams Voice, CRM integrations, cloud telephony, AIpowered customer engagement, and platform modernization.
The role involves working closely with business stakeholders, AI teams, platform suppliers, and cloud engineers to deliver intelligent, secure, and scalable Customer Experience (CX) solutions.


Roles & Responsibilities:
Genesys Cloud CX & Contact Center Operations
Lead the administration, architecture, and lifecycle management of Genesys Cloud CX.
Design and manage Architect Flows, IVR, ACD, Omnichannel Routing, SkillsBased Routing, Digital Channels, and Queue Management.
Support BYOC Cloud/Premises, SIP Trunks, SBC integrations, and enterprise telephony.
Manage user lifecycle, routing profiles, workforce engagement, quality management, call recording, and reporting.
Drive enterprise migration from legacy Contact Center platforms to Genesys Cloud CCaaS.

AIPowered Customer Experience
Design and implement Genesys AI capabilities including:
Predictive Routing
Agent Assist
Virtual Agents & Chatbots
Voice Bots
Conversational AI
Knowledge Management
Speech & Text Analytics
Sentiment Analysis
Enable integration with Azure OpenAI, Microsoft Copilot, AI Agents, and enterprise GenAI platforms.
Support RetrievalAugmented Generation (RAG)enabled knowledge assistants for contact center agents.
Optimize customer journeys using AIdriven analytics and intelligent automation.

Cloud Integration & Automation
Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, CRM, ERP, and enterprise SaaS platforms.
Develop automation using Genesys Cloud APIs, REST APIs, Python, PowerShell, and Terraform.
Implement InfrastructureasCode (IaC) and workflow automation to improve operational efficiency.
Support cloud deployments across Azure and AWS environments.

Platform Governance & Operations
Manage incident, problem, change, release, and capacity management.
Coordinate with Genesys, telecom providers, cloud vendors, and platform suppliers.
Oversee licensing, compliance, backup, disaster recovery, monitoring, and operational reporting.
Lead technical governance and mentor engineering teams.


Required Skills
Genesys Cloud CX Administration & Architecture
Architect Flow Development
IVR, ACD & Omnichannel Routing
BYOC Cloud / BYOC Premises
SIP, SIP Trunking & SBC
Workforce Engagement Management (WEM)
Workforce Management (WFM)
CRM Integration (Salesforce, ServiceNow)
REST APIs & Platform Automation
Microsoft Teams Voice Integration
Contact Center Analytics & Reporting

AI & Automation Skills
Genesys AI
Predictive Routing
AI Agent Assist
Conversational AI
Virtual Agents & Chatbots
Azure OpenAI
Microsoft Copilot
AI Agents
RAGbased Knowledge Assistants
Speech & Text Analytics
Sentiment Analysis
AIpowered Workforce Optimization
Python, PowerShell, Terraform
REST APIs & Workflow Automation

Preferred Skills
AWS / Azure Cloud
Cisco Unified Communications (CUCM)
Oracle/Ribbon/AudioCodes SBC
DevOps & CI/CD
Enterprise Identity (SAML, OAuth)
ITIL Framework


Professional & Technical Skills:
Strong customerfacing consulting and stakeholder management skills.
Proven experience leading enterprise CCaaS transformation programs.
AIfirst mindset with a passion for intelligent automation and digital customer experience.
Excellent communication, leadership, and vendor management skills.
Ability to translate business requirements into scalable cloud and AIenabled customer engagement solutions.


Additional Information:
12+ years of experience in Contact Center, Unified Communications, and Customer Experience platforms.
Minimum 5+ years of handson experience with Genesys Cloud CX architecture, implementation, and operations.
Experience delivering enterprise cloud migration, omnichannel transformation, and AIenabled customer experience solutions.


Preferred Certifications
Genesys Cloud CX Professional / Architect
Genesys AI & Workforce Engagement Certifications
Microsoft Azure AI Fundamentals (AI900)
Microsoft Teams Administrator (MS700)
AWS Cloud Practitioner / Solutions Architect
ITIL Foundation


Key Competencies
Enterprise CCaaS Strategy & Architecture
AIPowered Customer Experience
Genesys AI & Intelligent Routing
Azure OpenAI & Microsoft Copilot Integration
Omnichannel Contact Center Modernization
Intelligent Automation & Workflow Orchestration
Cloud Contact Center (CCaaS)
API Integration & Platform Governance
AI Analytics & Customer Journey Optimization
Enterprise Digital Transformation

15 years full time education

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Visit us at www.accenture.com 

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