Company Description Servion Global Solutions is a CX consulting and global systems integrator headquartered in the United States, with over three decades of experience in customer experience transformation. With more than 1,000 employees and over 600 enterprise deployments worldwide, Servion partners with leading global brands such as Costco, Rogers, Roche, Farmers Insurance, and Citibank to design and optimize impactful customer service solutions. The company’s proprietary JourneyWorCX™ framework combines intelligent technology with human connection to deliver exceptional customer journeys that drive growth and loyalty.

Servion’s mission is to create journeys that work by harmonizing innovation with human insight, ensuring every customer interaction strengthens relationships and long-term success.

Role Description This is a full-time, on-site Genesys Cloud Expert role based in Mississauga, ON.

The Genesys Cloud

Expert will design, configure, and optimize Genesys Cloud CX solutions, including IVR flows, routing strategies, queues, and integrations with CRM and other enterprise systems. The role involves translating business requirements into technical designs, implementing recent features, performing system testing, and supporting production environments to ensure high availability and performance. Day-to-day responsibilities include troubleshooting issues, monitoring platform health, collaborating with CX consultants, developers, and business stakeholders, and contributing to documentation, best practices, and continuous improvement initiatives.





The Genesys Cloud

Expert will also participate in upgrades, security reviews, and compliance activities related to contact center operations.

Qualifications

- Genesys Cloud CX expertise, including configuration of IVR/Architect flows, queues, routing, and interaction policies.
- Experience with contact center technologies, telephony (SIP, voice, IVR), and omnichannel customer engagement (voice, chat, email, messaging).
- Skills in system integration using APIs, web services, and connectors for CRM or ticketing platforms (e.g., Salesforce, ServiceNow, Dynamics).
- Proficiency in troubleshooting, performance monitoring, and incident resolution within cloud-based contact center environments.
- Ability to analyze business requirements and translate them into scalable technical designs and configuration changes.
- Strong documentation, communication, and stakeholder collaboration skills to work effectively with technical and non-technical teams.
- Experience with CX transformation projects, workflow optimization, and best practices for customer journey design is an asset.
- Familiarity with scripting or basic programming (e.g., JavaScript, Python) for automation, reporting, or custom integrations is beneficial.
- Prior experience with security, compliance, and data protection in customer service or contact center environments is preferred.
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience

📌 Genesys Cloud Expert (Mississauga)
🏢 Servion Global Solutions
📍 Mississauga