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Implementation Phase

• Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
• Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
• Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
• Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
• Ensure compliance with organizational security policies and data protection standards.
• Develop migration plan for cut over and work with QA team to develop test scenarios.
• Document system architecture, configura...