Senior Consultant, Genesys Cloud CX
ManilaFull-TimeSeniorOther
What you will be doing:
- Collaborate with clients and internal stakeholders to gather, clarify, and document business and functional requirements.
- Support the definition of success criteria, use cases, and acceptance requirements.
- Facilitate or participate in discovery workshops, solution walkthroughs, and design reviews.
- Translate business objectives into Genesys Cloud capabilities and solution designs.
- Contribute to solution architecture decisions aligned with best practices and project scope.
- Design and configure Genesys Cloud capabilities such as:
- Voice and Digital Architect Flows
- Outbound Dialer, Reporting and WEM solutions
- Configure across the Genesys Cloud solution items such as Telephony, Data Tables, Queues, Policies, Users
- Configure and validate integrations, APIs, or data exchanges (SSO) as required by the solution.
- AI solutions such as CoPilot, Knowledge surfacing
- Perform unit testing and support system and user acceptance testing (UAT)
- Facilitate knowledge transfer solutions with our clients on the solution.
- Develop detailed cutover plans to prepare the solution for production use.
- Support go-live activities, production cutovers, and post-launch stabilization.
- Troubleshoot and resolve configuration or integration issues during implementation.
- Works on multiple projects concurrently, managing priorities and deliverables across active client engagements.
- Contributes to the continuous improvement of project delivery by establishing or improving standards, templates, and delivery methodologies.
What skills and experience you bring:
- 3+ years’ experience working with Genesys Cloud CX in a delivery or consulting capacity.
- Strong understanding of contact center operations and customer experience concepts.
- Ability to bridge business requirements and technical implementation.
- Experience participating in client-facing project delivery.
- Strong written and verbal communication skills.
- Proven ability to work effectively as part of cross‑functional project teams, collaborating with peers, project managers, architects, and client stakeholders to achieve shared delivery goals.
- Demonstrated ability to estimate effort accurately, plan work effectively, and manage time across multiple project tasks to meet billable utilization and delivery targets.
- Genesys Cloud certification is strongly preferred; equivalent hands-on Genesys Cloud implementation experience will be considered.
- Detail-oriented with a focus on quality and client outcomes.
- Manages assigned work within defined project scope, identifying and communicating scope changes or risks as they arise.
- Adaptable to changing project needs and client environments.
- Collaborative mindset with a strong sense of ownership.
