Genesys Consultant and Team Lead

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

Your role and responsibilities

1. Delivery Leadership

• Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence.
• Manage daily delivery activities including sprint planning, execution tracking, and milestone management.
• Identify and resolve delivery risks, issues, and dependencies proactively.

• Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems.
• Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices.
• Provide hands-on technical guidance to development, integration, and QA teams.

• Act as the primary delivery and technical point-of-contact for client stakeholders.
• Conduct design workshops, solution walkthroughs, and manage sign-offs.
• Communicate status, risks, and decisions clearly and professionally.

• Review and approve business requirements, user stories, technical designs, and test plans.
• Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness.
• Support defect triage, prioritization, and resolution.

• Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams.
• Provide technical leadership and remove design or implementation roadblocks.
• Mentor team members and ensure alignment on priorities and standards.

• Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting.
• Oversee integrations with CRM, middleware, authentication systems, and legacy applications.
• Recommend platform features and configuration approaches to meet business goals.

• Identify opportunities to optimize solution design and delivery efficiency.
• Promote reusable components, standards, and best practices across the team.
• Recommend enhancements or innovations to improve customer and agent experience.

• 7-10 years of experience delivering large-scale contact center or CX transformation programs.
• Strong leadership skills with proven ability to manage multi-disciplinary delivery teams (architecture, development, QA, CX/UX, integrations).
• Excellent client-facing communication, presentation, and expectation-management skills.
• Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance.
• Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling.
• Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments.
• Ability to translate business needs into technical requirements and architecture recommendations.

• Deep hands-on experience designing and delivering Genesys Cloud CX solutions.
• Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows).
• Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models.
• Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels.
• Strong understanding of Genesys Cloud APIs, event streams, and integration patterns.
• Experience designing and integrating with CRM systems.
• Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models.
• Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards.
• Understanding of reports and analytics using Genesys Cloud dashboards and APIs.
• Familiarity with security, compliance, and data retention features within Genesys Cloud.
• Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures.