Contact Center Consultant

Job Description

Job Requirements:

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• Bachelor's degree in Computer Science, Information Technology, or a related field.
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• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
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• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
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• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
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• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
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• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
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• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
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• Solid scripting/development skills — PowerShell, Python, JavaScript/Node.js — for automation and integration work.
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• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
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• Working knowledge of SIP, WebRTC, Clients, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
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• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
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• Familiarity with ITIL frameworks and structured change management processes.
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• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
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• Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively.
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• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
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• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.
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