Genesys Manager / Analyst

We are seeking an experienced Senior Manager Call Centre Transformation & Optimization to lead a strategic portfolio of contact centre modernization initiatives. This role will be responsible for driving the end-to-end strategy, roadmap, governance, and execution of transformational programs focused on Genesys Cloud CX, AI-enabled Agent Assist, Cresta, and broader contact centre technology modernization. The ideal candidate will have a strong combination of contact centre technology expertise,

Role Name: Call Center Optimization portfolio (Genesys Cloud CX) Initiative Lead Work site: Miami FL (Hybrid) Duration: 6+ Months Job Description: Lead the Call Center Optimization portfolio, driving end-to-end strategy and execution across Genesys Cloud CX transformation, AI-enabled Agent Assist (including Cresta capabilities), and broader contact center modernization initiatives. Own portfolio governance, vendor management, financial planning, and budget/spend oversight, ensuring alignment to

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Genesys Cloud Developer Key Responsibilities Design and develop complex Architect workflows and IVR applications.Develop custom integrations using Genesys Cloud APIs.Build middleware services and microservices.Design secure API integrations with external systems.Lead technical design sessions and code reviews.Mentor junior developers.Optimize routing, automation, and customer experience workflows.Participate in production support and root cause analysis.Required Qualifications 5+ years of softwa