Genesys Engineer

Hi,

Hope you are doing well.

Please find the job description below and let me know your interest.

Position: Genesys Engineer

Location: 100% Remote

Duration: 6+ months

Mode of Interview: Video

Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve).

Roles and Responsibilities

• Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.

• Design IVA/Conversational AI, Agent Assist, and analytics solutions.

• Integrate CRM (Salesforce/Dynamics/Siebel), WFM/WFO, and telephony/SBC.

• Ensure compliance (PII, PCI), observability.

• Lead orals, solution governance, and vendor management.

Strategy & Architecture

• Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR).

• Drive platform selection and reference architecture across Genesys Cloud CX with clear trade-offs (routing, WEM/WFO, extensibility, cost).

• Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.

Design & Integration

• Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics.

• Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365, Siebel), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable.

• Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.

Migration & Delivery

• Lead migration from legacy Avaya to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot scale roadmaps.

• Define non-functional requirements (reliability, latency, recording/archival, security, PII/PCI), SRE/observability, and BCP/DR for CCaaS.

• Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.

Governance & Outcomes

• Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve.

• Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).

Preferred Qualifications:

• CRM: Siebel / Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing).

• WEM/WFO/WFM: NICE/Verint/Alveria; QM automation; forecasting & scheduling.

• Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration.

• Certifications; Genesys Cloud Professional

Mandatory Skills

Experience:

• Expertise in Genesys Cloud CX

• IVA/Conversational AI, GenAI agent assist, and speech/text analytics.

• CRM/ITSM integration, WEM/WFO, and automation experience.

• Strong client-facing and orals leadership skills.

Required Qualifications:

• 10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale.

• Design/delivery on at least two of: Genesys Cloud CX, NICE CXone, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance).

• Solid grounding in security & compliance (PII, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS.

Technical Skills:

• Expertise in Genesys Cloud CX.

• IVA/Conversational AI, GenAI agent assist, and speech/text analytics.

• CRM/ITSM integration, WEM/WFO, and automation experience.

• Strong client-facing and orals leadership skills.

Desired Skills

• Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL.

• MS Coplilot Studio (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration.

• Executive presence; crisp storyteller for orals/steerco.

• Product thinking: MVP first, then scale with telemetry-driven improvements.

• Strong vendor management and cross-functional leadership.

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Thanks & Regards

Mohit Kumar

mk@kpgtech.com

KPG99,INC

3240 E STATE ST EXT

Hamilton, NJ 08619

Minority Certified

www.kpg99.com