Role Overview
We are seeking a Contact Center Domain Expert with strong experience in Genesys architecture and Contact Center data ecosystems. This role will play a key part in analyzing, optimizing, and supporting the transition from Genesys to a modern contact center platform.
You will work at the intersection of operations, engineering, analytics, and business teams to ensure data integrity, reporting continuity, and performance optimization throughout the migration journey.
Key Responsibilities
Act as a subject matter expert on Genesys architecture, routing logic, and reporting structures
Analyze large-scale contact center datasets to identify performance trends and operational gaps
Support migration efforts by documenting current-state workflows, integrations, and data flows
Ensure continuity of KPIs, reporting frameworks, and historical data during platform transition
Translate operational challenges into data-driven insights and technical requirements
Collaborate with engineering and analytics teams on integrations and system optimization
Define and document best practices for contact center data governance
Support vendor evaluations and technical decision-making during platform transformation
Required Qualifications
Strong hands-on experience with Genesys Contact Center platforms
Deep understanding of contact center KPIs (AHT, FCR, SLA, CSAT, abandonment rate, occupancy, etc.)
Experience working with routing strategies, IVR flows, and call data structures
Strong data analysis capability (SQL, reporting tools, dashboards, BI platforms)
Experience handling large, complex contact center datasets
Ability to communicate effectively with both technical and business stakeholders
Preferred Qualifications
Experience supporting contact center platform migrations
Exposure to modern CCaaS platforms (Amazon Connect, Five9, NICE, etc.)
Experience in data-rich or regulated industries
Familiarity with API integrations and backend systems
What We Value
Domain knowledge and ownership
Structured documentation practices
Practical understanding of contact center transformation initiatives