Genesys Cloud/Genesys Engage

Role : Genesys Cloud/Genesys Engage

Duration : Long Term Contact

Location : Jersey City NJ Hybrid

Responsibilities
Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation
Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities
Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services
Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms
Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots
Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.)
Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders
Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments
Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices
Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics
Functional Skills
Strong understanding of customer journeys and contact center operations
Ability to align Amazon Connect capabilities with business outcomes and KPIs
Expertise in CX strategy, digital engagement models, and cloud transformation initiatives
Experience
12+ years of experience in contact center technologies and CX solutions
Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect

Hands-on expertise with:
Amazon Connect (mandatory)
Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios)
Experience working in AWS cloud environment (strongly preferred); Azure/Google Cloud Platform knowledge is a plus
Strong background in enterprise integrations and API-based architectures
Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect
Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots)
Experience working with cross-functional teams and senior stakeholders
Technical Skills
Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management
Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys
Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB)
Expertise in API integration, microservices, and cloud-native design patterns
Familiarity with security, compliance (PCI, HIPAA), and performance optimization
Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis)