- Toronto, Ontario, Canada
- Hybrid
- Full-time · Senior
- 5+ years
We are looking for a Genesys Cloud CX Solution Designer to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem. This role owns end-to-end technical solution design across a large-scale enterprise contact centre platform in a highly regulated environment.
Responsibilities
- Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
- Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
- Translate business needs into clear, scalable, secure and supportable contact centre designs.
- Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
- Design Genesys Cloud CX solutions and integrations across internal and external applications.
Requirements
- Nice to have: banking
- Nice to have: financial services
- Nice to have: insurance
- Nice to have: AI-enabled contact centre solutions
- Nice to have: conversational AI