Key Responsibilities

Lead Genesys solution architecture, design, and implementation for complex contact center environments. Own end-to-end Genesys configuration, including routing, queues, IVR, user/agent setup, and integrations. Provide hands-on development and customization expertise for Genesys solutions. Design scalable integrations with CRM, telephony, APIs, databases, and enterprise applications. Translate business requirements into robust technical designs and implementation approaches. Lead troubleshooting, performance optimization, upgrades, and production issue resolution. Define technical standards, best practices, and reusable solution components. Mentor developers and provide technical leadership across the delivery lifecycle. Must-have Skills 10+ years of overall IT experience, with strong Genesys platform experience. Strong Genesys architecture and solution design expertise. Hands-on Genesys configuration and implementation experience. Strong development, customization, API, and integration capabilities. Good understanding of contact center architecture, IVR, routing, voice, and digital channels. Ability to independently lead technical design discussions with business, customer, and engineering teams. Preferred Profile: Hands-on technical leader who can operate across Architecture + Configuration + Development, rather than being limited to only administration or support.