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Senior specialized Genesys/contact-center skillset reduces candidate pool despite metro location and known corporate brand.
Role requires deep contact-center and Genesys domain expertise, limiting transferability across industries.
Multiple explicit mandatory requirements (8+ years, Genesys expertise, Terraform, CI/CD) make filtering stringent.
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Analyze user and stakeholder needs to define detailed functional specifications and designs for assigned IT products.
Create and ensure fit-for-purpose IT product designs, incorporating functional, non-functional, cybersecurity, and data model compliance aspects.
Support product owners and teams by managing backlogs, participating in agile practices, conducting trainings, and facilitating product operations and user validations.
8+ years of experience in contact center technology.
5+ years of experience with application development lifecycle and implementing Genesys Cloud CX.
Bachelor's degree or equivalent in Computer Science, MIS, Engineering or related field; Master's degree preferred.
Proficiency in Genesys Cloud APIs, scripting (JavaScript), integration technologies (REST), and experience with Workforce Management and Architect flow development.
Deep expertise in Genesys Cloud/Engage architecture and omni-channel contact center solutions including Voice, IVR, Chat, Email, and Bots.
Experience conducting Proof-of-Concept demonstrations and working with customer service operations to assess and improve contact center channels.
Ability to translate complex technical solutions into business value, with consulting experience in large CCaaS environments and knowledge of cloud/on-premises deployment models.