Genesys SME / Contact Center Solutions Architect

The client is seeking an experienced Genesys Subject Matter Expert (SME) to assess, optimize, and stabilize an existing Genesys contact center implementation. This role requires a hands-on, consultative professional who can evaluate the current state, provide recommendations, and execute approved improvements across IVR, routing, reporting, dashboards, and analytics. The engagement will be outcome-driven, with defined weekly and monthly deliverables following an initial assessment phase.

Key Responsibilities

• Assess the current Genesys configuration and overall platform health
• Identify gaps, risks, inefficiencies, and deviations from best practices
• Provide recommendations and a structured optimization roadmap
• Perform hands-on configuration and optimization of:
• IVR and call flows
• Skills-based routing and queues
• Agent- and client-level reporting and dashboards
• Enhance disposition tracking, including AI-driven capabilities where applicable
• Support improvements related to caller sentiment, quality, and analytics
• Collaborate with business stakeholders through a Business Requirements Document (BRD) process
• Translate business requirements into Genesys configurations and reporting solutions
• Build reports and dashboards aligned to business and operational needs
• Ensure all enhancements are tested and approved by the client prior to production deployment
• Provide light training and knowledge transfer to internal users or administrators as needed
• Leave the platform in a more stable, structured, and manageable state at the end of the engagement

Required Skills and Experience

• Strong hands-on experience with Genesys contact center platforms
• Genesys Cloud CX preferred; Engage or PureConnect acceptable with strong depth
• Proven experience with:
• IVR and call flow design
• Skills-based routing and queue configuration
• Contact center reporting and dashboard creation
• Experience assessing and improving existing or poorly governed implementations
• Ability to work independently with direct system access in a contract environment
• Strong communication skills and experience working directly with business stakeholders

Nice-to-Have

• Experience with AI-driven disposition tracking
• Caller sentiment analysis
• Quality management and analytics
• Prior consulting or contract experience with outcome-based deliverables

Additional Notes

• Contract role only; no full-time conversion
• Certifications are not required
• This is not a helpdesk, support, or junior admin role