Role Summary:
Responsibilities: Act as the technical authority for the Genesys Cloud CX platform, ensuring solutions are aligned with solution standards and business objectives
- Lead the design and implementation of platform innovations and enhancements, collaborating with business stakeholders and external vendors.
- Deliver expert consultancy on internal, customer-facing, and business-led initiatives involving Genesys Cloud CX.
- Contribute to the strategic roadmap for Genesys Cloud technologies, identifying opportunities for continuous improvement.
- Produce clear, concise, and well-structured technical documentation to support solution design, governance, and delivery.
- Assess, design, and deliver new capabilities or technical solutions, working in partnership with suppliers and internal teams.
- Support pre-sales and discovery activities, guiding business units in the adoption of platform standards and best practices.
Knowledge & Key Skills:
- 8+ years of experience in consulting for Genesys Cloud CX or similar CCaaS platforms.
- Deep technical knowledge of Genesys Cloud CX, with hands-on experience using Architect to build omni-channel flows (Voice IVR, Web Chat, Chatbot, Email).
- Proven experience working with RESTful APIs for systems integration within the Genesys Cloud CX.
- Strong experience implementing and managing CX-as-Code practices within CI/CD pipelines using Terraform Cloud for infrastructure-as-code and GitHub for version control and automation.
- Strong consulting background across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation.
- Familiarity with Agile delivery methodologies, such as SAFe (Scaled Agile Framework)
- Excellent communication and interpersonal skills, with the ability to effectively engage, influence, and collaborate with both technical teams and business stakeholders.
- Preferred certifications: Genesys Cloud CX Professional (GCX-GCP), Developer (GCX-GCD), and Architect (GCX-ARC).
