Technical Consultant Genesys
- Orcapod Consulting
- 9 - 12 years
- Bengaluru
- 15 days ago
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Job Description
Role Title: Senior Technical Consultant Genesys Role Summary: As a Senior Technical Consultant Genesys, you will be responsible for providing expert design, consultancy, and technical services for Computacenters Genesys Cloud CX platform, which underpins the Global Service Desk. You will lead on technical change initiatives aimed at delivering innovation and continuous improvement across the platform. This includes working closely with business stakeholders and our partners to identify, assess, design, and implement enhancements that enable new capabilities and elevate service performance. Overview of the team: GSD Systems is responsible for delivering and supporting the contact center technologies that power Computacenters Global Service Desk (GSD). We provide a resilient, multi-channel solution, including voice, email, web chat, and chatbot with 99.99% availability to support over 4,000 agents across our global service desk locations. Our service portfolio also includes voice recording, quality management, workforce management, and bespoke reporting capabilities. Responsibilities: Act as the technical authority for the Genesys Cloud CX platform, ensuring solutions are aligned with solution standards and business objectives Lead the design and implementation of platform innovations and enhancements, collaborating with business stakeholders and external vendors. Deliver expert consultancy on internal, customer-facing, and business-led initiatives involving Genesys Cloud CX. Contribute to the strategic roadmap for Genesys Cloud technologies, identifying opportunities for continuous improvement. Produce clear, concise, and well-structured technical documentation to support solution design, governance, and delivery. Assess, design, and deliver new capabilities or technical solutions, working in partnership with suppliers and internal teams. Support pre-sales and discovery activities, guiding business units in the adoption of platform standards and best practices. Knowledge & Key Skills Bachelors degree in Telecommunications, Computer Engineering, Computer Science, or related discipline or equivalent professional experience. 8+ years of experience in consulting for Genesys Cloud CX or similar CCaaS platforms. Deep technical knowledge of Genesys Cloud CX, with hands-on experience using Architect to build omni-channel flows (Voice IVR, Web Chat, Chatbot, Email). Proven experience working with RESTful APIs for systems integration within the Genesys Cloud CX. Strong experience implementing and managing CX-as-Code practices within CI/CD pipelines using Terraform Cloud for infrastructure-as-code and GitHub for version control and automation. Strong consulting background across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation. Familiarity with Agile delivery methodologies, such as SAFe (Scaled Agile Framework) Excellent communication and interpersonal skills, with the ability to effectively engage, influence, and collaborate with both technical teams and business stakeholders. Preferred certifications: Genesys Cloud CX Professional (GCX-GCP), Developer (GCX-GCD), and Architect (GCX-ARC).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: Technical ConsultantEmployement Type: Full timeContact Details:
Company: Orcapod ConsultingLocation(s): Bengaluru
Keyskills: Genesys cloud CX consultant Genesys Framework Design And Implementation Genesys Cx Contact Genesys Ivr
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