Genesys Platform Lead/SME - long term contract

Description

Job Title: Genesys Platform Lead/SME

Location: Remote, Canada

Security Clearance: Enhanced

Job Summary

The Genesys Platform Lead/SME is essential in aligning business requirements with technical execution. This senior role involves taking ownership of the Genesys enhancement portfolio and leading projects from inception to implementation and operational transition. The successful candidate will collaborate closely with business stakeholders, the Customer Care Team, Technical Operations Services (TOS), platform teams, managed service providers, and technology vendors.

Key Responsibilities

• Lead the intake, analysis, prioritization, and delivery of Genesys enhancement requests.
• Translate business needs into requirements, user stories, solution designs, and actionable delivery plans.
• Establish and maintain the enhancement backlog, roadmap, and release plan.
• Configure and extend Genesys Cloud to enhance customer and agent experiences.
• Coordinate lower environments, releases, governance, and operational processes with TOS.
• Design and implement integrations with ServiceNow, Salesforce, reporting and data platforms, middleware, and related enterprise technologies.
• Support routing, reporting, analytics, dashboards, artificial intelligence, automation, workforce optimization, and broader customer-experience initiatives.
• Troubleshoot technical and operational issues across the Genesys ecosystem.
• Coordinate vendors, managed service providers, technical teams, and business stakeholders.
• Establish delivery processes, documentation standards, and operational-readiness practices.
• Provide mentoring, documentation, knowledge transfer, and expert guidance to enhance internal platform capabilities.

Ideal Candidate Profile

The ideal candidate will be a senior Genesys Cloud practitioner with extensive platform knowledge, delivery leadership experience, and strong stakeholder management skills. The candidate should possess:

• Over five years of hands-on Genesys Cloud CX experience.
• Advanced skills in Genesys Cloud configuration, administration, troubleshooting, and enhancement delivery.
• Experience designing and implementing integrations using APIs, middleware, and cloud integration patterns.
• Experience integrating Genesys with platforms such as ServiceNow, Salesforce, Azure, enterprise data platforms, and reporting solutions.
• Strong understanding of contact-center and customer-experience domains.
• Experience leading requirements gathering, solution design, backlog prioritization, and Agile delivery.
• Ability to create user stories, facilitate sprint planning, and coordinate releases.
• Experience developing reporting, analytics, dashboards, and performance indicators.
• Strong technical problem-solving and troubleshooting skills.
• Excellent written and verbal communication abilities in English.
• Capability to facilitate workshops and communicate effectively with business leaders, technical teams, vendors, and managed service providers.
• Ability to work independently, manage competing priorities, and perform effectively under pressure.
• Experience mentoring internal team members and transferring platform knowledge.

Work Environment

This position is remote, based in Canada.

Call to Action

If you are a qualified candidate with a passion for enhancing customer experiences and leading technical initiatives, we encourage you to apply for this exciting opportunity. Click the apply button to submit your application or contact us for more information.