Genesys Cloud Consultant, Contact Center Technology

Who You’ll Work WithAs a Genesys Consultant or Senior Consultant on Slalom's Contact Center Modernization team, you will design, configure, and deliver Genesys Cloud CX solutions for enterprise clients. You will be a hands-on technologist who can take a solution from requirements through build, testing, and go-live, working with architects, business analysts, and client technical teams.What You’ll Do·       Design, configure, and deploy Genesys Cloud CX solutions, including Architect call flows, in-queue flows, routing strategies (skills-based, bullseye, and predictive routing), queues, users, roles, and permissions· Build and support digital channels in Genesys Cloud, including web messaging, chat, email, SMS (Short Message Service), and social channels· Configure Genesys Cloud telephony, including Bring Your Own Carrier (Cloud and Premises), SIP (Session Initiation Protocol) trunks, number porting, sites, and Edge configuration· Build integrations using Genesys Cloud Data Actions, the Platform API (Application Programming Interface), AppFoundry applications, and webhooks to connect to client CRM (Customer Relationship Management), ticketing, and back-office systems· Implement and support CRM integrations, including Salesforce (CX Cloud from Genesys and Salesforce, or Genesys Cloud for Salesforce), Microsoft Dynamics, and ServiceNow· Configure Workforce Engagement Management (WEM) capabilities, including workforce management, quality management, recording policies, speech and text analytics, and evaluation forms· Implement Genesys AI capabilities, including bot flows, digital bot flows, Agent Copilot, and integrations with third-party intelligent virtual agent platforms· Support migrations from legacy and on-premises platforms (e.g., Genesys PureConnect, Genesys Engage, Avaya, Cisco) to Genesys Cloud, including flow conversion and cutover planning· Participate in client sessions to gather technical requirements, and translate them into solution designs, configuration workbooks, and user stories· Create and maintain technical documentation, including solution design documents, call flow diagrams, integration specifications, and runbooks· Develop and execute test plans and scripts for System Integration Testing (SIT) and User Acceptance Testing (UAT); troubleshoot and resolve defects· Support go-live cutover activities and hypercare, and transition solutions to client support teams· Contribute to effort estimates, statements of work, and solution demonstrations as part of business development pursuits· Perform impact analysis on scope change requests as they relate to configuration, integrations, and timeline· Contribute to practice development through reusable assets, accelerators, and knowledge-sharing sessions for Slalom teamsWhat You’ll Bring·  3+ years of hands-on experience implementing, configuring, or administering Genesys Cloud CX (5+ years for Senior Consultant)· 5+ years of overall contact center technology experience across cloud or on-premises platforms· Strong working knowledge of Genesys Architect, routing, queues, and Genesys Cloud administration· Experience with contact center telephony concepts, including SIP, carriers, number management, and call recording· Experience building integrations using REST (Representational State Transfer) APIs, JSON (JavaScript Object Notation), and Genesys Data Actions· Understanding of contact center operations and common service metrics (e.g., average handle time, service level, first contact resolution), and how technology decisions affect them· Experience working through the full project lifecycle on enterprise implementations with multiple workstreams· Familiarity with agile delivery methodologies and tools such as Scrum, Jira, and Azure DevOps· Strong written and verbal communication skills, with the ability to explain technical concepts to business and technical audiences· Ability to lead or support client working sessions, virtually or in person· Active Genesys Cloud CX certifications (e.g., Professional, Developer, or Workforce Engagement Management), or ability to achieve them within 90 days of hirePreferred Qualifications· Consulting or professional services experience delivering Genesys implementations for enterprise clients· Experience with CX Cloud from Genesys and Salesforce, or Salesforce Service Cloud· Experience migrating clients from Genesys PureConnect or Genesys Engage to Genesys Cloud· Scripting or development experience (e.g., JavaScript, Python, Node.js) for integrations, custom agent interfaces, or automation· Experience with Genesys Cloud AI, bots, or third-party conversational AI platforms (e.g., Google Dialogflow, Amazon Lex)· Experience with Genesys Cloud CX as Code, Terraform, or Archy for configuration management across environments· Familiarity with other CCaaS (Contact Center as a Service) platforms, such as Amazon Connect, NICE CXone, or Five9About UsSlalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact. What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days. Compensation and BenefitsSlalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges: The targeted base salary pay range for a Senior Consultant is:* East Bay, San Francisco, Silicon Valley: * Senior Consultant: $167,000-$203,000* San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester: * Senior Consultant: $153,000-$186,000* All other locations: * Senior Consultant: $140,000-$171,000In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.    We will accept applicants until October 31, 2026 date, or until the position is filled.We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: [1] View email address on click.appcast.io. Please note, this recipient is not able to support recruitment inquiries beyond this purpose.EEO and AccommodationsSlalom is an equal opportunity employer and is committed to attracting, developing and retaining highly qualified talent who empower our innovative teams through unique perspectives and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team or contact [2] View email address on click.appcast.io if you require accommodations during the interview process. ReferencesVisible links1. mailto:View email address on click.appcast.io. mailto:View email address on click.appcast.io