Job description
Job Description This role is designed for a skilled Genesys Cloud CX professional with strong expertise in platform administration, IVR/call flow development, issue analysis, and business support. The position requires assessing the current contact center environment, identifying platform capabilities and gaps, and implementing approved changes to improve efficiency and customer experience.
The role works as a bridge between business teams and technical configurations, ensuring that modifications align with operational requirements and platform best practices.
Key Responsibilities
Consulting & Business Support Work with business stakeholders to understand functional requirements and system issues. Analyze call flows and routing logic to identify bottlenecks or inefficiencies. Review performance insights and identify areas for process optimization. Document technical changes and update stakeholders as needed.
Provide knowledge on platform capabilities to guide business decisions. Genesys Cloud CX Administration Manage and configure platform components, including: Queues Architect call flows Schedules Routing Profiles Permissions Handle user provisioning and role-based access control. Support contact center setup and ongoing maintenance in alignment with business needs.
IVR & Flow Development Develop and maintain IVR workflows using Genesys Architect. Update and optimize call flow logic based on requirements and platform standards. Implement integrations with external systems through web services, APIs, or AWS Lambda functions. Troubleshooting & Performance Monitoring Monitor system health and performance using Genesys Analytics.
Investigate issues such as long wait times, abandoned calls, and misrouted interactions.
Requirements
Required Skills & Experience 8+ years of experience working with Genesys Cloud CX. Bilingual skilled resources (English, Japanese – N2 Level). Exposure to AI chatbots and NLP programming. Good understanding of Python as there are batch jobs which needs to be maintained. Able to work in two weeks sprints. Understanding of FSC (financial services cloud) and Voice cloud.
Expertise in configuring and administering Genesys components (e.g., Architect, routing, skills, queues). Experience creating and troubleshooting Architect call flows. Basic proficiency in scripting/programming for integrations (Node.js, Python, or AWS Lambda). Familiarity with REST APIs, Data Actions, and integration points.
High-level knowledge around Genesys reporting for Contact Center.
Nice to Have
Skills 3 to 5 years of experience across multiple platforms (NICE, Genesys, AWS Connect etc.).