Technical Lead - AMS / Genesys Contact CenterStart ASAPEnd Date: February 29, 2028 / 4.5 months, renewableYears of Experience: 5+ years in Contact Center platforms, Application Management Services (AMS), and technical deliveryOverall Profile ExpectationSeeking an experienced Technical Lead to support the operational management, enhancement of delivery, and continuous improvement of Contact Center platforms. The ideal candidate will possess solid 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 SkillsIVR and Chat Flow Design & DevelopmentContact Center Operations and AMS DeliveryIncident, Problem, Change, and Release ManagementTechnical Leadership and Stakeholder ManagementAdditional Required QualificationsHands-on experience with Genesys voice, IVR, chat, and digital engagement platformsExperience designing and maintaining Genesys Architect workflowsStrong understanding of Contact Center operations and support modelsExperience delivering customer journey and self-service enhancementsExperience leading production support and complex issue resolutionStrong communication and stakeholder management skillsAbility to mentor support and development resourcesExperience developing technical roadmaps and recommending platform improvementsNice-to-Have QualificationsNICE platform experienceSpeech analytics expertiseAI-enabled customer service experienceCustomer experience optimization initiativesKey ResponsibilitiesLead day-to-day AMS operations including incident, problem, change, and release managementServe as the primary technical lead for Genesys voice, IVR, chat, and digital engagement solutionsDesign, develop, and maintain Genesys Architect workflowsDeliver enhancements to customer journeys, self-service capabilities, authentication, and routing solutionsProvide technical oversight and support for Verint and NICE platformsCollaborate with business stakeholders to translate requirements into scalable solutionsLead root-cause analysis and resolution of complex production issuesDrive continuous improvement initiatives including IVR optimization and reporting enhancementsDevelop technical roadmaps and recommend platform improvementsMentor team members and establish technical best practicesOn-call support for P1/P2 incidents is required.Candidates will be expected to:Act as the technical lead for Contact Center platform support and enhancementsWork directly with business and operational stakeholdersLead troubleshooting and production issue resolutionProvide recommendations for platform optimization and modernizationSupport vendor coordination and stakeholder communicationsParticipate in on-call support rotations for critical incidents#J-18808-Ljbffr

📌 Technical Lead - Ams / Genesys Contact Center (Vancouver)
🏢 Experis
📍 Vancouver