Lead Genesys Cloud and Architect delivery as a Technical Lead, applying IVR design and Contact Center AMS expertise to platform operations.

This Technical Lead supports Contact Center platform management, enhancement delivery, and continuous improvement. You will lead AMS operations, collaborate with business stakeholders, and modernize Genesys solutions. The work includes Genesys voice, IVR, chat, and digital engagement platforms.

Key Responsibilities

Lead incident, problem, change, and release management

Design, develop, and maintain Genesys Architect workflows

Enhance customer journeys, self-service, authentication, and routing

Resolve complex production issues through root-cause analysis

Develop technical roadmaps and recommend platform improvements

Requirements

Five-plus years in Contact Center platforms, AMS, and technical delivery

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

Robust Contact Center operations and support-model understanding

Technical leadership and stakeholder management skills

Ability to mentor support and development resources

Apply Genesys Cloud, Architect, AMS operations, and technical leadership expertise to Contact Center platform enhancements and support.

📌 Genesys Cloud Technical Lead (Winnipeg)
🏢 Experis Austria
📍 Winnipeg