Our public sector client is seeking a Genesys Platform Lead/SME to lead Genesys Cloud CX enhancement delivery and integrations across customer experience platforms

This role supports the evolution of contact centre and customer experience capabilities within a large public sector workplace.

The consultant will lead intake, prioritization, solution design, configuration, and implementation activities across the Genesys Cloud ecosystem, including integrations with ServiceNow, Salesforce, and enterprise platforms.

The engagement includes hands-on platform configuration, backlog management, release coordination, reporting and analytics improvements, and stakeholder collaboration across business, technical, and vendor teams.

The contract is expected to run for an initial 12-month term in a remote delivery model.

Contract, Ottawa, Remote, Working Hours: EST

Must Haves
5+ years in Genesys Cloud CX, configuration, administration, troubleshooting, and enhancement delivery
API integrations, middleware, ServiceNow, Salesforce, and cloud integration patterns
Requirements gathering, solution design, Agile delivery, backlog prioritization, and implementation leadership




Reliability clearance eligibility and robust verbal and written English communication with business stakeholders, technical teams, vendors, and managed service providers
Post-secondary education not specified

Nice to Have
Contact Centre and Customer Experience (CX) experience
Reporting, analytics, dashboards, and KPI development
Azure integration and enterprise architecture experience
Experience mentoring team members and providing knowledge transfer

Responsibilities
Lead intake, analysis, prioritization, and delivery of Genesys enhancement requests
Collaborate with TOS on lower settings, release management, platform governance, and operational processes
Configure and extend Genesys Cloud capabilities to improve customer and agent experience
Design and implement integrations with ServiceNow, Salesforce, reporting platforms, and enterprise systems
Establish and maintain a prioritized backlog, roadmap, and delivery plan
Support reporting, analytics, AI, automation, routing, workforce optimization, and customer experience initiatives
Act as the primary liaison between business stakeholders, TOS, vendors, and delivery teams

Required Skill Profession

Computer Occupations

📌 Genesys Platform Lead/sme To Lead Genesys Cloud Cx Enhancement Delivery And Integrations Across Customer Experience Platforms Edmonton
🏢 S.i. Systems
📍 Edmonton