Contact Center Consultant

Job Description

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
• Solid scripting/development skills - PowerShell, Python, JavaScript/Node.js - for automation and integration work.
• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
• Working knowledge of SIP, WebRTC, Clients, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively.
• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.