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About the Role

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.

Responsibilities

• Consult 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.
• Provide knowledge on platform capabilities to guide business decisions.
• Manage and configure Genesys Cloud CX platform components, including queues, Architect call flows, schedules, routing profiles, and permissions.
• Handle user provisioning and role-based access control.
• Support contact center setup and ongoing maintenance.
• 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.
• Monitor system health and performance using Genesys Analytics.
• Investigate issues such as long wait times, abandoned calls, and misrouted interactions.

Requirements

• 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 for maintaining batch jobs.
• Ability to work in two-week 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.
• 3 to 5 years of experience across multiple platforms (NICE, Genesys, AWS Connect etc.).

Skills

• Genesys Cloud CX
• Platform Administration
• IVR Development
• Call Flow Development
• Issue Analysis
• Business Support
• Genesys Architect
• Python
• AI Chatbots
• NLP Programming
• Node.js
• AWS Lambda
• REST APIs
• Data Actions
• Genesys Reporting
• NICE
• AWS Connect

Experience Level

• 8+ years of experience working with Genesys Cloud CX
• 3 to 5 years of experience across multiple platforms