Genesys Consultant and Team Lead

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

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.

2. Solution Architecture & Technical Direction

• 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.

3. Client & Stakeholder Management

• 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.

4. Requirements Design & Quality Oversight

• 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.

5. Cross-Functional Team Coordination

• 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.

6. Contact Center Platform Expertise

• 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.

7. Continuous Improvement

• 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.

Genesys Cloud Certififcations