Genesys WFM - Engineer

Role Overview: You will be responsible for conducting Business and Technical Workshops for IWD and/or Digital media channels (Email, Chat, Social, etc), acting as a Technical Lead for complex Genesys Solutions implementation projects, Solution Architecture and Design, troubleshooting of issues with existing Genesys IWD & Digital Channels Solutions implementations, and conducting technical Knowledge Transfer sessions for members of customer teams and other Genesys PS Consultants. Key Responsibilities: - Ability to conduct Business and Technical Workshop for IWD and/or Digital media channels (Email, Chat, Social, etc). - Acting as a Technical Lead for complex Genesys Solutions implementation projects. - Solution Architecture and Design (preparing and leading design workshops with customer technical teams, writing business flow and technical design documentation, etc.). - Conducting technical Knowledge Transfer sessions for members of customer teams and for other Genesys PS Consultants. - Troubleshooting of issues with existing Genesys IWD & Digital Channels Solutions implementations. Qualification Required: - Bachelor's degree in Engineering, Computer Science, or related work experience. - 5 years of Genesys experience. - Knowledge of Genesys suite is considered as the main requirement for this position with experience with Genesys iWD, WFM, and email Management. - Knowledge of 3rd party Workload Distribution solution is requested. Additional Details: Our Client is a global IT services company headquartered in Southborough, Massachusetts, USA. Founded in 1996, with a revenue of $1.8B, with 35,000+ associates worldwide, specializes in digital engineering, and IT services company helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation. It partners with major firms in banking, healthcare, telecom, and media. The company is known for combining deep industry expertise with agile development practices, enabling scalable and cost-effective digital transformation. Operating in over 50 locations across more than 25 countries, with delivery centers in Asia, Europe, and North America, and backed by Baring Private Equity Asia.,