Sr. Contact Center Specialist - Genesys

Position Summary

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 translates business requirements ...