Genesys Engineer/Architect

Genesys Engineer/Architect

Location: REMOTE 12-Month+ Contract

Description: Role Overview

We are seeking a Genesys Engineer/Architect to support our contact center operations. This role involves rebuilding and expanding our Genesys environment, incorporating more robust capabilities like Workforce Management (WFM) and AI. The position requires troubleshooting, onboarding new service lines and clinics, and handling a significant volume of new requests and tickets.

Key Responsibilities

• Engage with stakeholders to understand business challenges and define technology-driven solutions.
• Architect and design AI-powered contact center solutions, integrating technologies such as Conversational AI and Agent Assist.
• Troubleshoot and resolve issues within the Genesys platform, managing approximately 300 tickets per month.
• Support the onboarding of new service lines and clinics onto the Genesys platform.
• Assist with the development of proof-of-concept demos and solution blueprints.
• Provide hands-on technical guidance and support for end-users related to AI model integration and automation workflows.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources.
• Act as a trusted advisor, helping to navigate and troubleshoot a variety of technology-related issues.

Must Haves:

• 3-5 years exp of moving from on prem to Genesys Cloud CX or experience implementing Genesys Cloud CX.
• New requests coming in to bring in new service lines – needs people who can come in and troubleshoot
• Some architecture experience would be nice

Technical Skills: Deep familiarity with the Genesys platform, including migration from on-premise to cloud environments (Genesys Cloud CX). Experience with contact center operations and familiarity with telecom providers.

Preferred Qualifications

• Experience in the healthcare industry.
• Experience with training end-users or developing training materials.