Genesys Cloud (CX) Consultant

Job Description

Genesys Cloud CX Consultant:
On behalf of our financial services client, Procom is searching for a Genesys Cloud (CX) Consultant for a contract role. 

Genesys Cloud CX Consultant - Job Description:
We are seeking a Genesys Cloud (CX) Consultant to enhance and support the Genesys Cloud platform, ensuring a stable, secure, and scalable contact center environment. This role involves designing, implementing, and integrating Genesys Cloud solutions, working closely with stakeholders to deliver optimal routing, telephony, and analytics capabilities.

Genesys Cloud CX Consultant - Responsibilities:
• Provide day-to-day platform administration and operational support for Genesys Cloud.
• Monitor platform health and troubleshoot issues across various components.
• Lead incident triage and problem management.
• Design and build integrations using Genesys Cloud APIs and event-driven patterns.
• Support contact center analytics integration and develop middleware solutions.
• Gather requirements, create solution designs, and support end-to-end delivery.
• Produce high-quality documentation and provide knowledge transfer to internal teams.

Genesys Cloud CX Consultant - Mandatory Skills:
• Demonstrated hands-on experience supporting Genesys Cloud CX in production environments.
• Strong understanding of ACD, Architect, telephony fundamentals, and reporting/analytics concepts.
• Practical experience with Genesys Cloud APIs and integration patterns.
• Strong scripting/programming capability in languages like Python, JavaScript/Node.js, or C#.
• Understanding of cloud operational practices and exposure to CI/CD tools.
• Strong stakeholder management and excellent documentation discipline.

Genesys Cloud CX Consultant – Nice-to-Have Skills:
• Experience with Genesys Cloud Workforce Engagement Management.
• Experience integrating Genesys Cloud with common enterprise platforms.
• Contact center domain knowledge.
• Familiarity with regulated environments.
• Experience with performance optimization in call flows and routing logic.

Genesys Cloud CX Consultant – Assignment Length:
This is a 6-month contract position to start

Genesys Cloud CX Consultant - Start Date:
ASAP.

Genesys Cloud CX Consultant - Assignment Location:
Waterloo - this is a hybrid position with 5 days onsite per month.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.