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Niche Genesys expertise reduces applicants but common 'Product Designer' title and metro location increase competition.
Highly specialized Genesys contact-center skills limit cross-industry transferability.
Explicit multi-year Genesys, technical and implementation requirements enforce stringent candidate filters.
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Own the design and functional specification of assigned IT products within contact center technology, ensuring alignment with user needs and product visions.
Collaborate with product owners, architects, and technical teams to deliver fit-for-purpose designs including backlog creation and refinement supporting development and implementation.
Support product operations by addressing critical issues, maintaining documentation, conducting trainings, and actively participating in agile planning and prioritization.
Minimum 8 years experience in contact center technology and 5 years in application development lifecycle.
At least 5 years hands-on implementing Genesys Cloud CX with deep expertise in its products, features, APIs, and architecture.
Bachelor’s degree in Computer Science, MIS, Engineering, or related field; Master’s preferred.
Proficiency in Genesys WFM, Architect flow development, and scripting languages such as JavaScript.
Experienced in designing enterprise-scale omni-channel solutions including Voice, IVR, Chat, Email, and Bots with Genesys Cloud or Engage suites.
Able to translate complex customer service operations requirements into technical solutions and conduct Proof-of-Concept demonstrations.
Skilled in integrating and documenting business and system requirements, working effectively within agile teams, and supporting large CCaaS environments.