Overview You will design, configure, and deliver Genesys Cloud CX solutions for enterprise clients as part of Slalom's Contact Center Modernization team. You'll take initiatives from requirements through build, testing, and go-live, collaborating with architects, analysts, and client tech teams. The role covers architecture design, cloud integrations, and migrations, driving measurable improvements in customer interactions. This is a hands-on, impact-focused position with opportunities to shape large-scale contact center transformations.
Compensation / Benefits- meaningful time off and paid holidays
- parenteral leave
- 401(k) with match
- health/dental/vision coverage
- adoption and fertility assistance
- disability insurance
Responsibilities- Design, configure, and deploy Genesys Cloud CX solutions (Architect call flows, in-queue flows, routing strategies, queues, users, roles, permissions)
- Build and support digital channels (web messaging, chat, email, SMS, social)
- Configure Genesys Cloud telephony (BYOC, SIP trunks, number porting, sites, Edge)
- Develop integrations using REST APIs, Data Actions, AppFoundry, and webhooks to connect CRM/ticketing/back-office systems
- Implement and support CRM integrations (Salesforce CX Cloud, Salesforce Service Cloud, Microsoft Dynamics, ServiceNow)
- Configure Workforce Engagement Management (WEM) features like WFM, QA, recording policies, analytics, evaluations
- Implement Genesys AI capabilities (bots, Agent Copilot, third-party AI)
- Support migrations from legacy/on-premises platforms to Genesys Cloud (flow conversion, cutover planning)
- Participate in client sessions to gather requirements and translate to designs, workbooks, and user stories
- Create and maintain technical docs (designs, call flows, integration specs, runbooks)
- Develop and execute SIT/UAT test plans and scripts; troubleshoot defects
- Support go-live cutover activities and transition to client support
- Contribute to proposals, statements of work, and demonstrations for business development
- Perform impact analysis on scope changes related to configuration, integrations, and timeline
- Contribute to reusable assets and knowledge sharing for Slalom teams
Key requirements- 3+ years hands-on Genesys Cloud CX experience (5+ years for Senior Consultant)
- 5+ years overall contact center tech experience
- Strong knowledge of Genesys Architect, routing, queues, and Cloud administration
- Experience with telephony concepts (SIP, carriers, number management, call recording)
- REST APIs, JSON, and Genesys Data Actions
- Understanding of contact center metrics and how tech choices affect them
- Experience leading or supporting enterprise multi-workstream projects
- Familiarity with agile methods and tools (Scrum, Jira, Azure DevOps)
- Strong communication and stakeholder management skills
- Active Genesys Cloud CX certifications or ability to obtain within 90 days
- collaboration
- clear communication
- problem-solving
- Genesys Cloud CX administration
- Architect routing and call flows
- SIP and telephony configurations
