HM Note: This hybrid contract role is four (4) days per month in office. Candidates' resumes must include first and last name.

Description

Position Summary:

Client is currently seeking a skilled and experienced Genesys Cloud CX Solution Architect/Administrator to support the implementation and support of the Genesys Cloud CX CCaaS Solution within the organization, in partnership with an external vendor. This contract role is ideal for a motivated and technically adept team member with proven experience in Genesys platforms, contact centre technologies, deep understanding of system integrations and vendor collaboration.

The successful candidate will work closely with an external vendor and play a key role in designing, configuring, and optimizing the Genesys environment as well as supporting integration with our WFM/ QA solution. This role will be instrumental in aligning technical solutions with operational goals while maintaining information security and system reliability.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.

• Minimum of 5 years of experience in Genesys system design, implementation, and administration.

• Certifications in Genesys Cloud CX strongly preferred.

• Deep knowledge of:

• Genesys Architect call flows, digital channels, and ACD routing

• Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)

• SSO/SAML and user lifecycle via SCIM or Azure AD provisioning

• REST APIs

• Experience implementing or supporting integrations between Genesys Cloud CX and WFM or QA systems (e.g., Verint) is an asset.

• Demonstrated success acting as both Solution Architect and Platform Administrator on at least one enterprise-level Contact Center system implementation projects, including vendor collaboration.

• Strong analytical and troubleshooting skills.

• Familiarity with ITIL, DevOps CI/CD, and Agile frameworks.

• Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders.

• Detail-oriented, organized, and proactive in project delivery.

Organizational Competencies Expected

• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

Deliverables

1. Implementation Phase

• Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
• Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
• Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
• Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
• Ensure compliance with organizational security policies and data protection standards.
• Develop migration plan for cut over and work with QA team to develop test scenarios.
• Document system architecture, configurations, processes, and user guides.
• Provide training and support to internal users during and after implementation.

2. Operation Phase

• Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management
• Monitor system performance, conduct evaluations, and proactively resolve technical issues.
• As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs
• Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts
• Stay current with Genesys platform updates, features, and industry best practices.

Must Haves:

• 7+ experience Genesys Architect call flows, digital channels, and ACD routing
• 7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
• 7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
• 7+ experience utilizing REST APIs in development