As a Genesys Subject Matter Expert (SME), you will be responsible for providing in-depth expertise, guidance, and support for the design, implementation, and optimization of Genesys contact center solutions. Leveraging your deep understanding of Genesys technologies and best practices, you will collaborate with cross-functional teams to drive the successful deployment and ongoing management of Genesys-based contact center environments.
Responsibilities:
- Lead the design and architecture of Genesys contact center solutions, ensuring alignment with business requirements, industry best practices, and scalability.
- Define system architecture, component configurations, integration points, and technical specifications based on business needs and objectives.
- Configure and customize Genesys software components, modules, and features to meet specific business requirements and use cases.
- Collaborate with internal IT teams, vendors, and partners to implement Genesys solutions, ensuring seamless integration with existing systems and applications.
- Provide expert guidance, advice, and troubleshooting support to internal teams, customers, and partners on Genesys-related technical issues, challenges, and solutions.
- Serve as a trusted advisor on Genesys technologies, capabilities, and best practices, helping stakeholders maximize the value of their Genesys investments.
- Identify opportunities to optimize performance, efficiency, and scalability of Genesys contact center environments through system tuning, configuration adjustments, and capacity planning.
- Conduct performance assessments, diagnostic analyses, and tuning activities to ensure optimal performance under varying workloads and conditions.
- Develop and deliver training sessions, workshops, and educational materials to internal teams and stakeholders on Genesys products, features, and implementation methodologies.
- Facilitate knowledge sharing and collaboration within the organization to build internal expertise and capabilities in Genesys technologies.
- Vendor Management and Relationship Building:
- Build and maintain relationships with Genesys representatives, partners, and ecosystem vendors to stay informed about product updates, roadmap developments, and industry trends.
- Collaborate with Genesys ecosystem partners to leverage complementary technologies and solutions that enhance the capabilities and value proposition of Genesys contact center offerings.
Skills and qualifications:
- Bachelor's or master’s degree in computer science, Information Technology, or related field.
10+ years of experience in contact center technology implementation, with a focus on Genesys solutions. - Deep expertise in Genesys PureConnect, PureCloud, or PureEngage platforms, including configuration, administration, and integration capabilities.
- Strong understanding of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR).
- Excellent troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
- Effective communication, collaboration, and stakeholder management skills.
- Genesys certifications such as Genesys Certified Professional (GCP), Genesys Certified Associate (GCA), or equivalent are highly desirable.