Position Summary (Purpose of job):

The Sr. Contact center Genesys Specialist provides technical leadership in designing, implementing, and optimizing enterprise Contact Center solutions, with a primary focus on Genesys platforms and integrated ecosystem capabilities. This role is responsible for architecting and governing complex, multi-channel contact center environments, including voice, digital, and AI-enabled self-service experiences.

The position leads the development of scalable call center solutions, including call flows, routing strategies, scripting, reporting frameworks, and workforce engagement capabilities. It ensures seamless integration with third-party AI platforms, web-based CRM systems such as Salesforce, Workforce Engagement Management (WEM) platforms such as Verint, and EMR/ERM platforms like Athena, along with other clinical and operational applications.

Collaborating with business stakeholders, engineering teams, and vendors, the role tr...