Genesys Engineer/Architect - Remote

About Cerebra Consulting Inc

Cerebra Consulting Inc is a System Integrator and IT Services Solution provider with a focus on Big Data, Business Analytics, Cloud Solutions, Amazon Web Services, Salesforce, Oracle EBS, Peoplesoft, Hyperion, Oracle Configurator, Oracle CPQ, Oracle PLM and Custom Application Development. Utilizing solid business experience, industry-specific expertise, and proven methodologies, we consistently deliver measurable results for our customers. Cerebra has partnered with leading enterprise software companies and cloud providers such as Oracle, Salesforce, Amazon and able to leverage these partner relationships to deliver high-quality, end-to-end customer solutions that are targeted to the needs of each customer.

Role Overview

Duration: 12-Month+ Contract
Location: Remote

We are seeking a Genesys Engineer/Architect to support our contact center operations. This role involves rebuilding and expanding our Genesys environment, incorporating more robust capabilities like Workforce Management (WFM) and AI. The position requires troubleshooting, onboarding new service lines and clinics, and handling a significant volume of new requests and tickets.

Key Responsibilities

• Engage with stakeholders to understand business challenges and define technology-driven solutions.
• Architect and design AI-powered contact center solutions, integrating technologies such as Conversational AI and Agent Assist.
• Troubleshoot and resolve issues within the Genesys platform, managing approximately 300 tickets per month.
• Support the onboarding of new service lines and clinics onto the Genesys platform.
• Assist with the development of proof-of-concept demos and solution blueprints.
• Provide hands-on technical guidance and support for end-users related to AI model integration and automation workflows.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources.
• Act as a trusted advisor, helping to navigate and troubleshoot a variety of technology-related issues.

Must Haves

• 3-5 years of experience moving from on-prem to Genesys Cloud CX or experience implementing Genesys Cloud CX.
• Ability to troubleshoot and onboard new service lines.
• Some architecture experience is preferred.

Technical Skills

Deep familiarity with the Genesys platform, including migration from on-premise to cloud environments (Genesys Cloud CX). Experience with contact center operations and familiarity with telecom providers.

Preferred Qualifications

• Experience in the healthcare industry.
• Experience with training end-users or developing training materials.