Genesys Cloud Technical Lead

Lead Genesys Cloud and Architect delivery as a Technical Lead, applying IVR design and Contact Center AMS expertise to platform operations.

This Technical Lead supports Contact Center platform management, enhancement delivery, and continuous improvement. You will lead AMS operations, collaborate with business stakeholders, and modernize Genesys solutions. The work includes Genesys voice, IVR, chat, and digital engagement platforms.

Key Responsibilities:

• Lead incident, problem, change, and release management
• Design, develop, and maintain Genesys Architect workflows
• Enhance customer journeys, self-service, authentication, and routing
• Resolve complex production issues through root-cause analysis
• Develop technical roadmaps and recommend platform improvements

Requirements:

• Five-plus years in Contact Center platforms, AMS, and technical delivery
• Hands-on Genesys voice, IVR, chat, and digital engagement experience
• Strong Contact Center operations and support-model understanding
• Technical leadership and stakeholder management skills
• Ability to mentor support and development resources

Apply Genesys Cloud, Architect, AMS operations, and technical leadership expertise to Contact Center platform enhancements and support.