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 robust 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
- Strong 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