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Professional Services Consultant for Genesys

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• Full Time

• US based

• Remote

Description

We are seeking an experienced Professional Services Consultant to support the implementation of Genesys Cloud CX solutions for our clients. This role involves working closely with customers, stakeholders, and internal teams to ensure successful deployment, configuration, and integration of Genesys Cloud CX to meet business requirements. The ideal candidate will have a strong background in cloud-based contact center solutions, implementation methodologies, and customer success strategies, with a huge plus for those who have experience integrating Genesys Cloud CX with Salesforce Service Cloud.

Key activities include:

• Lead and support the implementation of Genesys Cloud CX, ensuring alignment with customer objectives and best practices.

• Configure, integrate, and test Genesys Cloud CX features, including voice, digital channels, IVR, routing, and reporting.

• Implement WFM and Quality Management capabilities

• Integrate IVR with backend system for self service personalization

• Collaborate with clients to gather and document business requirements, translate them into technical configurations, and deliver tailored solutions.

• Provide technical guidance and hands-on support during deployments and post-implementation phases.

• Create and execute test scripts for call flow and other logic and leverage existing tools (logs, reporting) to provide UAT and QA support.

• Troubleshoot and resolve technical issues, ensuring minimal disruption to business operations.

• Act as a trusted advisor to clients, identifying opportunities to optimize and enhance their contact center operations.

• Work closely with project managers, developers, and other stakeholders to ensure project timelines and deliverables are met.

• Stay updated on Genesys Cloud CX product updates, new features, and industry trends.

Qualifications & Experience:

• 3+ years of experience in implementing and supporting Genesys Cloud CX or other cloud-based contact center solutions.

• Strong knowledge of contact center technologies including IVR, Routing, Bots, WFM, and customer engagement strategies.

• Experience with API integrations, scripting, and cloud technologies.

• Familiarity with networking, security, and telephony concepts.

• Strong analytical and problem-solving skills with a customer-focused mindset.

• Excellent verbal and written communication skills, with the ability to interact with both technical and non-technical stakeholders.

• Relevant Genesys certifications (e.g., Genesys Cloud Certified Professional) are preferred.

• Bonus points if you have experience implementing Salesforce Service Cloud.