Provides continuous improvement consulting for strategic clients, focusing on Genesys Cloud CX support, tuning, feature configuration, deployments, technical and business analysis, client solutioning, and project coordination. Partners with sales teams, engineering, AI resources, and customers to resolve business-critical issues, improve contact center operations, and deliver customer experience initiatives.

Leads Genesys Cloud CX implementation, upgrade, configuration, development, and support projects. Designs and supports IVR and ACD scripts, contributes to solution architecture, analyzes complex technical and business issues, documents procedures and best practices, and balances project and support work. Collaborates with technical account managers, project managers, and sales to deliver client solutions on schedule and within budget. Requires extensive IP telephony and VoIP experience, Genesys Cloud expertise, and strong client-service skills.