Genesys Subject Matter Expert (f/m/x)

We are looking for an experienced Genesys specialist who will take ownership of the design, configuration, and continuous enhancement of contact center solutions. The role places strong emphasis on routing, automation, and AI‑based functionalities, and involves close cooperation with business stakeholders as well as independent delivery of complete, end‑to‑end solutions.

Your tasks

1. Configure, enhance and manage Genesys queues, routing logic, and interaction workflows

2. Create, implement, and continuously refine AI bots and virtual agents (e.g., Dialogue Engine, Agent Assist)

3. Implement and maintain integrations between Genesys and platforms such as Salesforce and Microsoft Teams

4. Collaborate directly with non‑technical stakeholders to collect requirements and convert business needs into technical solutions

5. Analyse, troubleshoot, and resolve issues related to call routing, system performance, and automation

6. Lead full lifecycle Genesys implementations, from requirement gathering through go‑live and post‑deployment stabilisation

7. Deliver scalable, robust, and high‑quality solutions in line with best practices

Requirements

• At least 5 years of experience in configuring and customising the Genesys Cloud platform

• Demonstrated capability in delivering AI‑based contact centre solutions, including bots, automation, and agent assistance tools

• Hands‑on involvement in Salesforce and Microsoft Teams integrations

• Ability to work effectively with non‑technical stakeholders and clearly translate business needs into technical solutions

• Very good command of the English language, both written and spoken

• Strong analytical approach with solid problem‑solving and troubleshooting skills

• Ability to work independently and deliver solutions with minimal supervision