Technical Lead - AMS / Genesys Contact Center

Start ASAP End Date: February 29, 2028 / 4.5 months, renewable Years of Experience: 5+ years in Contact Center platforms, Application Management Services (AMS), and technical delivery Overall Profile Expectation Seeking an experienced Technical Lead to support the operational management, enhancement of delivery, and continuous improvement of Contact Center platforms. The ideal candidate will possess strong expertise in Genesys Cloud and Genesys Architect, with additional experience supporting Verint and NICE environments. This individual will lead AMS operations, deliver platform enhancements, collaborate with business stakeholders, and drive modernization initiatives across Contact Center solutions.

Top 5 Must-Have Skills

IVR and Chat Flow Design & Development

Contact Center Operations and AMS Delivery

Incident, Problem, Change, and Release Management

Technical Leadership and Stakeholder Management

Additional Required Qualifications

Hands-on experience with Genesys voice, IVR, chat, and digital engagement platforms

Experience designing and maintaining Genesys Architect workflows

Robust understanding of Contact Center operations and support models

Experience delivering customer journey and self-service enhancements

Experience leading production support and complex issue resolution

Strong communication and stakeholder management skills

Ability to mentor support and development resources

Experience developing technical roadmaps and recommending platform improvements





Nice-to-Have Qualifications

NICE platform experience

Speech analytics expertise

AI-enabled customer service experience

Customer experience optimization initiatives

Key Responsibilities

Lead day-to-day AMS operations including incident, problem, change, and release management

Serve as the primary technical lead for Genesys voice, IVR, chat, and digital engagement solutions

Design, develop, and maintain Genesys Architect workflows

Deliver enhancements to customer journeys, self-service capabilities, authentication, and routing solutions

Provide technical oversight and support for Verint and NICE platforms

Collaborate with business stakeholders to translate requirements into scalable solutions

Lead root-cause analysis and resolution of complex production issues

Drive continuous improvement initiatives including IVR optimization and reporting enhancements

Develop technical roadmaps and recommend platform improvements

Mentor team members and establish technical best practices

On-call support for P1/P2 incidents is required.

Candidates will be expected to:

Act as the technical lead for Contact Center platform support and enhancements

Work directly with business and operational stakeholders

Lead troubleshooting and production issue resolution

Provide recommendations for platform optimization and modernization

Support vendor coordination and stakeholder communications

Participate in on-call support rotations for critical incidents

📌 Technical Lead (Vancouver)
🏢 Experis Austria
📍 Vancouver