Senior Genesys Cloud CX Solutions Implementor

Job Description

Salary: $40-60/hour

Condado is a consulting, implementation, and managed services firm with extensive expertise in Contact Center and CRM technologies. Since 2005, we have helped more than 400 customers optimize their customer experience delivering measurable business impact. We are respected by industrys leading technology vendors as a top advisor and professional services practice having won many vendor awards and recognitions. Our consultants are recognized by our clients as their trusted advisors, domain experts, and long-term partners.

Join us and be part of a dynamic environment, and growth where your skills and expertise will make a significant impact.

We are seeking talented and motivated individuals to join our team as Senior Genesys Cloud CX Implementation Engineer.

Job Summary

We are seeking a highly skilled Senior Genesys Cloud CX Solutions Implementor to join our CCaaS delivery team. You will lead the design, configuration, implementation, and optimization of comprehensive Genesys Cloud CX solutions for enterprise clients, bringing senior-level platform expertise and a consultative approach. This senior role involves solution architecture, client consultation, and technical platform configuration, focusing on fully leveraging Genesys Cloud CX's capabilities including its Omnichannel Communications, AI and Automation, Workforce Engagement Management (WEM), Analytics, Inbound/Outbound functionality, Customer Journey Management, Integrations, Self-Service, Unified Agent Desktop, and Co-browse/Screen Share features. This role is centered on platform configuration and solution assembly, not custom software development.

Responsibilities

Lead the end-to-end design, configuration, and deployment of Genesys Cloud CX solutions, establishing sophisticated Omnichannel Communications (across voice and digital channels) and intelligent Inbound/Outbound interaction routing strategies using Genesys Cloud Architect, including Self-Service IVRs and AI-driven Automation with bot flows.

Implement, configure, and manage the full Workforce Engagement Management (WEM) suite, including Workforce Management (WFM), Quality Management, and leveraging Speech/Text Analytics (as part of AI and Automation) for actionable insights into agent performance and customer interactions.

Configure and optimize the Unified Agent Desktop, including agent scripting and tools like Co-browse/Screen Share, and manage knowledge bases to support both agent-assisted service and AI-powered Self-Service options.

Design and deploy robust Integrations between Genesys Cloud CX and client systems (e.g., CRMs, knowledge bases), primarily utilizing platform tools like Data Actions and configuring API-based connections.

Develop and manage insightful Analytics and Reporting dashboards to provide clients with actionable data on contact center performance; advise on using these insights for Customer Journey Management and continuous operational improvement.

Implement core Genesys Cloud CX administration, including user management, roles, security configurations, and access permissions, ensuring alignment with enterprise policies.

Actively lead client discovery sessions, translate business requirements into technical solutions, manage implementation planning and execution, and provide expert post-implementation support and troubleshooting.

Drive Root Cause Analysis for complex platform issues, contribute to the development of best practices and implementation templates, and support standardized, repeatable processes for deploying Genesys Cloud CX configurations.

Qualifications

Minimum Requirements:

5+ years of experience in designing and implementing contact center solutions, with at least 3 years of dedicated, hands-on experience specifically with Genesys Cloud CX configuration and deployment.

Deep proficiency in core Genesys Cloud CX components: Architect (for interaction flows, routing, Self-Service IVRs/bots), Workforce Engagement Management (WEM) tools (WFM, QM, Analytics), Unified Agent Desktop configurations (including scripting), and Data Actions for Integrations.

Proven ability to design and configure complex Omnichannel Communications strategies, leverage AI and Automation features, and build effective Self-Service solutions within Genesys Cloud CX.

Strong understanding of contact center technologies (e.g., SIP/VoIP), cloud networking fundamentals, and Genesys Cloud CX security and administration.

Demonstrable experience connecting Genesys Cloud CX with external enterprise systems (e.g., CRMs) using its native Integration capabilities.

Exceptional communication, client consultation, and project management skills, with the ability to effectively engage both technical and non-technical stakeholders.

Preferred Qualifications:

Relevant Genesys Cloud CX Certifications (e.g., Genesys Cloud Certified Professional Implementation, Genesys Cloud Certified Professional Contact Center Administration).

Experience successfully integrating Genesys Cloud CX with major CRM platforms (e.g., Salesforce, Zendesk, Microsoft Dynamics 365).

Experience in migrating contact center operations from legacy platforms to Genesys Cloud CX.

Familiarity with methodologies for managing platform configurations in a systematic, well-documented, and repeatable way, particularly for deploying configurations across different environments.

Experience in designing solutions that utilize Customer Journey Management features and implementing Co-browse/Screen Share functionalities within Genesys Cloud CX

What We Offer:

Competitive compensation

Opportunities for professional development and career growth

A vibrant and supportive work culture

Flexible working hours and remote work options

If you are excited about this opportunity and meet the qualifications, please submit your application. We look forward to hearing from you!

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