Allshore Talent · 1 day ago
Senior Genesys Cloud CX Solutions Implementor (100% Remote) (U.S - Canada Only)
United States
Full-time
Remote
Senior Level
5+ years expAllShore Talent is a leading remote staffing company, offering top-tier professionals working 100% remote to businesses worldwide. They are seeking a highly skilled individual to join their CCaaS delivery team as a Senior Genesys Cloud CX Solutions Implementor, where the role involves leading the design, configuration, and implementation of Genesys Cloud CX solutions for enterprise clients.
Computer Software
Responsibilities
Lead the end-to-end design, configuration, and deployment of Genesys Cloud CX solutions, establishing sophisticated Omnichannel Communications (across voice and digital channels) and intelligent Inbound/Outbound interaction routing strategies using Genesys Cloud Architect, including Self-Service IVRs and AI-driven Automation with bot flows
Implement, configure, and manage the full Workforce Engagement Management (WEM) suite, including Workforce Management (WFM), Quality Management, and leveraging Speech/Text Analytics (as part of AI and Automation) for actionable insights into agent performance and customer interactions
Configure and optimize the Unified Agent Desktop, including agent scripting and tools like Co-browse/Screen Share, and manage knowledge bases to support both agent-assisted service and AI-powered Self-Service options
Design and deploy robust Integrations between Genesys Cloud CX and client systems (e.g., CRMs, knowledge bases), primarily utilizing platform tools like Data Actions and configuring API-based connections
Develop and manage insightful Analytics and Reporting dashboards to provide clients with actionable data on contact center performance; advise on using these insights for Customer Journey Management and continuous operational improvement
Implement core Genesys Cloud CX administration, including user management, roles, security configurations, and access permissions, ensuring alignment with enterprise policies
Actively lead client discovery sessions, translate business requirements into technical solutions, manage implementation planning and execution, and provide expert post-implementation support and troubleshooting
Drive Root Cause Analysis for complex platform issues, contribute to the development of best practices and implementation templates, and support standardized, repeatable processes for deploying Genesys Cloud CX configurations
Qualification
Required
5+ years of experience in designing and implementing contact center solutions, with at least 3 years of dedicated, hands-on experience specifically with Genesys Cloud CX configuration and deployment
Deep proficiency in core Genesys Cloud CX components: Architect (for interaction flows, routing, Self-Service IVRs/bots), Workforce Engagement Management (WEM) tools (WFM, QM, Analytics), Unified Agent Desktop configurations (including scripting), and Data Actions for Integrations
Proven ability to design and configure complex Omnichannel Communications strategies, leverage AI and Automation features, and build effective Self-Service solutions within Genesys Cloud CX
Strong understanding of contact center technologies (e.g., SIP/VoIP), cloud networking fundamentals, and Genesys Cloud CX security and administration
Demonstrable experience connecting Genesys Cloud CX with external enterprise systems (e.g., CRMs) using its native Integration capabilities
Exceptional communication, client consultation, and project management skills, with the ability to effectively engage both technical and non-technical stakeholders
Preferred
Relevant Genesys Cloud CX Certifications (e.g., Genesys Cloud Certified Professional – Implementation, Genesys Cloud Certified Professional – Contact Center Administration)
Experience successfully integrating Genesys Cloud CX with major CRM platforms (e.g., Salesforce, Zendesk, Microsoft Dynamics 365)
Experience in migrating contact center operations from legacy platforms to Genesys Cloud CX
Familiarity with methodologies for managing platform configurations in a systematic, well-documented, and repeatable way, particularly for deploying configurations across different environments
Experience in designing solutions that utilize Customer Journey Management features and implementing Co-browse/Screen Share functionalities within Genesys Cloud CX
Benefits
Competitive compensation
Opportunities for professional development and career growth
A vibrant and supportive work culture
Flexible working hours and remote work options
Company
Allshore Talent
At Allshore, we’re your reliable partner in technology and workforce management.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Derek Monahan
B2B Partnerships Associate
Randall Agee
President - Founder
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