Job Description

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Cloud Contact Center Implementation

Good to have skills :

NA

Minimum

7.5

year(s) of experience is required

Educational Qualification :

15 years full time education



Role: Genesys Cloud CX Migration & Transformation SME Job Summary: We are seeking a highly experienced Contact Center Transformation SME with 10+ years of experience in Contact Center technologies and at least 5+ years of expertise in Genesys Cloud CX migration and Transformation. The ideal candidate will be responsible for leading large-scale enterprise Contact Center Migration and Transformation programs on Genesys Cloud CX, driving customer experience modernization, and managing a high-performing technical team. This role requires a blend of solution architecture expertise, DevOps knowledge, leadership skills, and deep technical expertise across AWS services and contact center platforms. The Genesys Cloud CX Migration & Transformation Subject Matter Expert (SME) will lead the design, planning, and execution of customer contact center migrations from legacy platforms (on-prem or cloud) to Genesys Cloud CX. This role requires deep expertise in Genesys Cloud CX capabilities, migration strategies, and transformation best practices, ensuring seamless transitions while optimizing business outcomes. - Key Responsibilities Migration Strategy & Planning o Assess existing contact center platforms (Avaya, Cisco, Genesys Engage, etc.) and map out migration paths to Genesys Cloud CX. o Define migration approaches (big bang, phased, hybrid) based on business requirements and risk profile. o Identify transformation opportunities to leverage Genesys Cloud CX features (AI, bots, digital channels, WEM). Solution Design & Architecture o Translate business and technical requirements into Genesys Cloud CX solutions. o Design IVR, routing flows, digital channels, and workforce engagement solutions. o Define integration strategies with CRM, workforce tools, and third-party systems. Transformation Enablement o Recommend modernization opportunities (conversational AI, omnichannel enablement, analytics). o Support business process re-engineering aligned with Genesys Cloud CX capabilities. o Enable adoption of AI-powered solutions (Predictive Engagement, Dialog Engine, Agent Assist). Execution & Governance o Guide technical teams in configuration, migration scripts, and cutover planning. o Define test strategies, validation plans, and success metrics o Ensure compliance, security, and governance standards are met during migration. Stakeholder Management o Act as a trusted advisor to business and IT stakeholders. o Provide SME-level guidance during workshops, design sessions, and executive updates. o Support change management, training, and user adoption. - Required Skills & Experience o Deep expertise in Genesys Cloud CX (routing, IVR, digital, WEM, integrations). o Proven experience leading contact center migrations from legacy platforms to Genesys Cloud. o Strong knowledge of contact center operations, customer experience best practices, and transformation frameworks. o Hands-on experience with Genesys Cloud Architect, APIs, AppFoundry integrations, and Salesforce/ServiceNow/CRM connectors. o Establish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments. o Ensure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability. o Familiarity with AI/ML, speech analytics, conversational bots, and cloud-native architectures. o Strong consulting, communication, and stakeholder engagement skills. - Preferred Qualifications: o Genesys Certified Professional (GCP) - Cloud CX. o Experience in large-scale migrations (multi-site, multi-region). o Prior experience as a Solution Architect or Transformation Consultant in CCaaS. o Exposure to Agile delivery methodologies and enterprise transformation programs.




15 years full time education