Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations across

Description du poste

Our public sector client is seeking a Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations across customer experience platforms

This role supports the evolution of contact centre and customer experience capabilities within a large public sector environment. The consultant will lead intake, prioritization, solution design, configuration, and implementation activities across the Genesys Cloud ecosystem, including integrations with ServiceNow, Salesforce, and enterprise platforms. The engagement includes hands-on platform configuration, backlog management, release coordination, reporting and analytics improvements, and stakeholder collaboration across business, technical, and vendor teams. The contract is expected to run for an initial 12-month term in a remote delivery model.

Contract, Ottawa, Remote, Working Hours: EST

Exigences

Must Haves

• 5+ years in Genesys Cloud CX, configuration, administration, troubleshooting, and enhancement delivery
• API integrations, middleware, ServiceNow, Salesforce, and cloud integration patterns
• Requirements gathering, solution design, Agile delivery, backlog prioritization, and implementation leadership
• Reliability clearance eligibility and strong verbal and written English communication with business stakeholders, technical teams, vendors, and managed service providers
• Post-secondary education not specified

Nice to Have

• Contact Centre and Customer Experience (CX) experience
• Reporting, analytics, dashboards, and KPI development
• Azure integration and enterprise architecture experience
• Experience mentoring team members and providing knowledge transfer

Responsabilités

• Lead intake, analysis, prioritization, and delivery of Genesys enhancement requests
• Collaborate with TOS on lower environments, release management, platform governance, and operational processes
• Configure and extend Genesys Cloud capabilities to improve customer and agent experience
• Design and implement integrations with ServiceNow, Salesforce, reporting platforms, and enterprise systems
• Establish and maintain a prioritized backlog, roadmap, and delivery plan
• Support reporting, analytics, AI, automation, routing, workforce optimization, and customer experience initiatives
• Act as the primary liaison between business stakeholders, TOS, vendors, and delivery teams