Technical Consultant - Genesys

Role Summary:

Responsibilities:

Act as the technical authority for the Genesys Cloud CX platform, ensuring solutions are aligned with solution standards and business objectives

Lead the design and implementation of platform innovations and enhancements, collaborating with business stakeholders and external vendors. Deliver expert consultancy on internal, customer-facing, and business-led initiatives involving Genesys Cloud CX. Contribute to the strategic roadmap for Genesys Cloud technologies, identifying opportunities for continuous improvement. Produce clear, concise, and well-structured technical documentation to support solution design, governance, and delivery. Assess, design, and deliver new capabilities or technical solutions, working in partnership with suppliers and internal teams. Support pre-sales and discovery activities, guiding business units in the adoption of platform standards and best practices.

Knowledge & Key Skills: 8+ years of experience in consulting for Genesys Cloud CX or similar CCaaS platforms. Deep technical knowledge of Genesys Cloud CX, with hands-on experience using Architect to build omni-channel flows (Voice IVR, Web Chat, Chatbot, Email). Proven experience working with RESTful APIs for systems integration within the Genesys Cloud CX. Strong experience implementing and managing CX-as-Code practices within CI/CD pipelines using Terraform Cloud for infrastructure-as-code and GitHub for version control and automation. Strong consulting background across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation. Familiarity with Agile delivery methodologies, such as SAFe (Scaled Agile Framework) Excellent communication and interpersonal skills, with the ability to effectively engage, influence, and collaborate with both technical teams and business stakeholders. Preferred certifications: Genesys Cloud CX Professional (GCX-GCP), Developer (GCX-GCD), and Architect (GCX-ARC).