We are looking for an experienced

Genesys Cloud Consultant

to support the design, configuration, development, integration, and ongoing operational support of Genesys Cloud CX.

The ideal candidate will have strong hands-on experience across

Genesys Cloud Architect, Digital/Chatbot, WEM, Data Actions/API integrations, email, user administration, routing, IVR/call flows, and production support . The role will work closely with business, application, integration, and operations teams to deliver enhancements and provide reliable Day-2 support for the Genesys Cloud environment.

Key Responsibilities

Design, develop, configure, test, and support

Genesys Cloud Architect IVR and call flows .

Configure and maintain:

Queues and skills

Business hours and schedules

Inbound and outbound routing

Callback

Voicemail

Surveys

Hold treatments

Estimated Wait Time (EWT) treatments

Internal and external transfers

Agent scripts and screen-pop behavior

Agent whispers

Emergency and holiday routing

Wrap-up codes and disposition handling

Support reusable flow components and configuration standards across the Genesys Cloud setting.

Digital, Chatbot & Knowledge Management

Develop, configure, enhance, and support

Genesys chatbot and digital interaction capabilities .

Create and maintain

website/support-center knowledge bases and FAQs

integrated with Genesys.

Support chatbot intents, knowledge content, conversation flows, escalation to live agents, and ongoing optimization.

Troubleshoot digital interaction and bot-related production issues.

Email

Design, configure, test, and support

Genesys Cloud email interactions .





Configure email routing, queues, templates, auto-responses, and associated workflows.

Troubleshoot email routing and delivery issues.

Workforce Engagement Management (WEM)

Configure and provide operational support for

Genesys Cloud WEM

capabilities.

Support workforce management, quality management, recording, evaluations, scheduling, forecasting, and related WEM configurations as applicable.

Troubleshoot WEM configuration and operational issues.

API & Integration

Create and maintain

Genesys Cloud Data Actions

for API-based integrations.

Work with REST APIs, JSON payloads, authentication, request/response mappings, and error handling.

Troubleshoot integrations between Genesys Cloud and enterprise applications.

Support testing and validation of API and Data Action changes.

AI-Generated Audio & Prompts

Create and maintain IVR prompts, menu messages, announcements, and other audio assets.

Use

AI-based voice generation platforms such as Murf or similar SaaS tools

to generate production-quality audio.

Maintain consistency in voice, pronunciation, format, and audio standards across customer-facing experiences.

Create and maintain Genesys Cloud users and agents.

Configure roles, permissions, queues, skills, divisions,



and other required access.

Support onboarding, offboarding, and modification of agent/user configurations.

Maintain configuration standards and documentation.

Operational / Day-2 Support

Provide ongoing operational support for the Genesys Cloud platform.

Troubleshoot incidents related to routing, IVR, digital, WEM, email, integrations, user configuration, and platform functionality.

Perform root-cause analysis and coordinate with Genesys Support and other technology teams when required.

Implement approved production changes and enhancements following established change-management processes.

Maintain technical documentation, configuration records, and operational procedures.

Participate in incident, problem, change, and service-request management processes.

Participate in an

on-call/pager rotation

as scheduled by the End User, including after-hours or weekend support when required. Overtime/weekend hours actually worked will be handled according to the applicable rate card.

Required Skills & Experience

Strong hands-on experience with

Genesys Cloud CX

implementation and/or production support.

Hands-on experience with

Genesys Cloud Architect

and IVR/call-flow development.

Experience with Genesys Cloud routing concepts including queues, skills, schedules, callbacks, transfers, EWT, and routing treatments.

Experience developing or supporting

Genesys chatbots/digital channels .

Experience configuring and supporting

Genesys Cloud WEM .

Experience with

Genesys Cloud Data Actions and

📌 Genesys Cloud Consultant (Toronto)
🏢 Servion Global Solutions
📍 Toronto