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Jobs or company...

Senior Manager, Interaction Platform (Genesys Cloud)

  • Full Time, onsite
  • K2 Partnering Solutions, Inc.
  • Remote, United States of America
Salary undisclosed
Checking job availability...
Original
Simplified

Job Title: Senior Manager, Interaction Platform (Genesys Cloud)
Location: 100% Remote
Start Date: No later than February 24th, 2025
Duration: Through June 2025 (with potential for extension)
Pay Rate: $70 $75/hour (flexibility for exceptional candidates)

About the Role:
This position supports a high-impact initiative to ramp up Genesys Cloud globally for a technology company. The project extends through the client's H1 (June 2025), with opportunities for extension given the manager s robust pipeline of initiatives planned for 2025.

As Senior Manager, Interaction Platform, you will lead the design, implementation, and optimization of complex contact center routing solutions within a global enterprise environment. This role requires deep expertise in Genesys Cloud CX and related technologies, as well as strong problem-solving, collaboration, and leadership skills to enable seamless, scalable, and efficient customer contact experiences.

Key Responsibilities

<>Contact Center Routing & Solution Design</>

  • Design, implement, and manage contact center routing solutions using Genesys Cloud CX.

  • Create advanced routing workflows to optimize customer interactions across voice, chat, email, and other channels.

  • Analyze interaction flows and develop routing strategies aligned with SLA requirements and business objectives.

  • Troubleshoot and resolve routing issues in real-time to minimize operational impacts.

<>System Integration & Technical Documentation</>

  • Integrate contact center solutions with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware.

  • Document technical requirements, solution designs, and integration workflows for development, QA, and maintenance.

  • Collaborate with IT teams to manage system configurations, updates, and feature rollouts.

<>Monitoring, Analytics & Optimization</>

  • Utilize monitoring tools (e.g., Genesys Infomart, BI) to assess routing performance and identify improvement areas.

  • Analyze data trends, troubleshoot anomalies, and recommend routing optimizations to enhance customer experience.

  • Develop dashboards and reporting frameworks for real-time and historical performance tracking.

<>Stakeholder Collaboration & Agile Delivery</>

  • Act as a liaison between business stakeholders and technical teams to gather, refine, and prioritize requirements.

  • Lead sprint planning, backlog grooming, and release management activities within an Agile framework.

  • Provide regular updates to leadership on routing architecture, performance metrics, and enhancement initiatives.

Required Qualifications

  • Experience: 5+ years in a related role with expertise in Genesys Cloud CX or comparable contact center technologies.

Technical Skills:

  • Proficiency in Genesys routing strategies, including ORS, URS, and GRE.

  • Experience with API-based integrations (REST, SOAP, Web Services).

  • Strong proficiency in SQL, data analysis tools, and reporting frameworks (e.g., Tableau, Power BI).

  • Familiarity with JIRA, Confluence, and Agile project management tools.

Soft Skills:

  • Exceptional problem-solving and debugging skills in complex environments. Strong written and verbal communication to articulate technical concepts clearly.

  • Team-oriented mindset with a focus on collaboration and knowledge sharing.

Preferred Qualifications

  • Advanced knowledge of Genesys Cloud CX.

  • Experience with speech analytics, Workforce Management (WFM), and AI-driven chatbots.

  • Exposure to security frameworks for contact center solutions (e.g., PCI-DSS compliance).

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job

Job Title: Senior Manager, Interaction Platform (Genesys Cloud)
Location: 100% Remote
Start Date: No later than February 24th, 2025
Duration: Through June 2025 (with potential for extension)
Pay Rate: $70 $75/hour (flexibility for exceptional candidates)

About the Role:
This position supports a high-impact initiative to ramp up Genesys Cloud globally for a technology company. The project extends through the client's H1 (June 2025), with opportunities for extension given the manager s robust pipeline of initiatives planned for 2025.

As Senior Manager, Interaction Platform, you will lead the design, implementation, and optimization of complex contact center routing solutions within a global enterprise environment. This role requires deep expertise in Genesys Cloud CX and related technologies, as well as strong problem-solving, collaboration, and leadership skills to enable seamless, scalable, and efficient customer contact experiences.

Key Responsibilities

<>Contact Center Routing & Solution Design</>

  • Design, implement, and manage contact center routing solutions using Genesys Cloud CX.

  • Create advanced routing workflows to optimize customer interactions across voice, chat, email, and other channels.

  • Analyze interaction flows and develop routing strategies aligned with SLA requirements and business objectives.

  • Troubleshoot and resolve routing issues in real-time to minimize operational impacts.

<>System Integration & Technical Documentation</>

  • Integrate contact center solutions with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware.

  • Document technical requirements, solution designs, and integration workflows for development, QA, and maintenance.

  • Collaborate with IT teams to manage system configurations, updates, and feature rollouts.

<>Monitoring, Analytics & Optimization</>

  • Utilize monitoring tools (e.g., Genesys Infomart, BI) to assess routing performance and identify improvement areas.

  • Analyze data trends, troubleshoot anomalies, and recommend routing optimizations to enhance customer experience.

  • Develop dashboards and reporting frameworks for real-time and historical performance tracking.

<>Stakeholder Collaboration & Agile Delivery</>

  • Act as a liaison between business stakeholders and technical teams to gather, refine, and prioritize requirements.

  • Lead sprint planning, backlog grooming, and release management activities within an Agile framework.

  • Provide regular updates to leadership on routing architecture, performance metrics, and enhancement initiatives.

Required Qualifications

  • Experience: 5+ years in a related role with expertise in Genesys Cloud CX or comparable contact center technologies.

Technical Skills:

  • Proficiency in Genesys routing strategies, including ORS, URS, and GRE.

  • Experience with API-based integrations (REST, SOAP, Web Services).

  • Strong proficiency in SQL, data analysis tools, and reporting frameworks (e.g., Tableau, Power BI).

  • Familiarity with JIRA, Confluence, and Agile project management tools.

Soft Skills:

  • Exceptional problem-solving and debugging skills in complex environments. Strong written and verbal communication to articulate technical concepts clearly.

  • Team-oriented mindset with a focus on collaboration and knowledge sharing.

Preferred Qualifications

  • Advanced knowledge of Genesys Cloud CX.

  • Experience with speech analytics, Workforce Management (WFM), and AI-driven chatbots.

  • Exposure to security frameworks for contact center solutions (e.g., PCI-DSS compliance).

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job