Our client, a large government integrator, is looking to hire a Genesys Cloud SME for a 12 month remote contract. The consultant will be supporting a government agency that has rolled out Genesys Cloud. The deployment has not been as efficient, and the solution is not being fully optimized the way it should be.
The client is looking for a Genesys SME to serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across the following areas:
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- Workforce Management (WFM): Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments
- Interactive Voice Response (IVR): Call flow design, routing logic, and self-service enhancements/optimizations
- Genesys Bots: Configuration, training, and performance tuning of AI-driven virtual agents
- Auto Quality: Configuration, deployment, and refinement of automated interaction scoring and quality assurance workflows
- Callbacks: Setup and management of callback queues, timing thresholds, and customer experience parameters
- Accounts: Best practice for account creation, termination, skilling and queues
The consultant will collaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurations as well as provide advice on platform limits, licensing thresholds, and performance monitoring. The consultant will monitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiency as well as troubleshoot issues and support root cause analysis for Genesys-related incidents. The consultant will document configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updates.
Required Skills:
- 3+ years of hands-on experience with Genesys Cloud platform
- Must be Technical Lead/SME Level with Genesys Cloud (prefer certification)
- Deep understanding of contact center operations and quality assurance frameworks
- Proven expertise in configuring and managing WFM, IVR, bots, and callback systems
- Familiarity with Auto Quality tools and analytics dashboards
- Strong analytical, problem-solving, and communication skills
- Ability to lead cross-functional initiatives and coach others on platform capabilities
- Genesys Cloud certifications (preferred)
- Ability to obtain and maintain a Public Trust clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting