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




15 years full time education