Principal Genesys Cloud PS Consultant

TL;DR

Principal Genesys Cloud PS Consultant: Leading the design and implementation of advanced multi-channel customer experience platforms with an accent on Genesys Cloud architecture and complex contact center integrations. Focus on translating business requirements into scalable technical solutions, optimizing routing strategies, and ensuring high availability for global enterprise clients.

Location: Remote (Global). The company offers a Work From Anywhere culture and a relocation program.

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises with a focus on relentless performance and innovation.

What you will do

• Serve as the primary technical point of contact for customers and internal stakeholders regarding Genesys Cloud solutions.
• Lead the design and delivery of end-to-end technical solutions, including workshops and technical design documentation.
• Analyze complex business and technical challenges to define scalable solution architectures.
• Configure and optimize Genesys Cloud environments to align with operational needs.
• Lead the planning and execution of contact center deployments, migrations, and system upgrades.
• Act as the main escalation point for Genesys-related matters and ensure production readiness.

Requirements

• 5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments.
• Proven expertise in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings.
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing.
• Expertise in building routing strategies and IVR workflows using Genesys Architect.
• Experience with CRM integration such as Salesforce or MS Dynamics.
• Strong background in infrastructure planning, solution design, and lifecycle management.

Nice to have

• Knowledge of Genesys Cloud Workforce Management (WFM).
• Experience conducting training sessions for supervisors, administrators, and users.
• Experience with CX Cloud from Genesys and Salesforce.

Culture & Benefits

• Comprehensive compensation and benefits package including health insurance.
• Professional development opportunities including certification programs and mentorship.
• Inclusive, multicultural, and supportive work environment.
• Commitment to social sustainability values and community empowerment.
• Flexible remote work policy.