Senior Consultant, Genesys & CCaaS Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate each client's existing contact center configuration through a structured discovery process, identifying gaps and opportunities for automation or self-service enablement.

• Understand the core needs behind each client inquiry and implement Hummingbird's delivery methodology to define the problem accurately.

• Convert assessment results into actionable recommendations, outline the rationale, and construct it using Genesys Architect Tools.

• Take ownership of designated build workstreams from start to finish, organizing tasks, monitoring progress, and identifying potential risks.

• Develop and implement UAT plans to ensure builds meet client specifications prior to launch.

• Investigate configuration issues to identify root causes and assist clients during system implementation.

• Collaborate with stakeholders to establish success criteria and monitor performance through reporting and dashboards.

• Contribute to the standardization of Hummingbird's CCaaS model across various implementations.

• Participate in client discovery meetings.

• Provide mentorship to colleagues on Genesys configuration, structured discovery, and problem-solving techniques.

⛳️ Requirements

• Applicants must be legally permitted to work in the United States without the need for sponsorship.

• Must be based in the United States with reliable internet connectivity.

• 3-5 years of practical experience with Genesys.

• Proficiency in Genesys Architect Tools, call flow design, and performance data reporting logic.

• Proven ability to deliver solutions autonomously and manage workstreams from initiation to completion with minimal supervision.

• A solid record of designing call flows that facilitate automation or self-service, backed by adoption or deflection metrics.

• Strong skills in problem framing to understand underlying client requirements and create structured solutions.

• Experience in establishing standardization strategies across various client or system configurations.

• Knowledge of UAT design and troubleshooting, including root cause analysis of existing configurations.

• Excellent communication skills when engaging with both technical and non-technical stakeholders; comfortable leading discovery discussions and coordinating with various contributors.

• Nice to have: Familiarity with Genesys Telephony and CCaaS carrier design, including SIP trunking.

• Nice to have: Experience with the implementation of Genesys Health CX, integrated with Epic.

• Nice to have: Background in environments that utilize Infrastructure as Code for deployment updates.

• Written and verbal communication skills will be assessed during the hiring process.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Paid time off.

• 401(k) retirement plan.

• Parental leave.

• Support for career development.

• 2-3 annual trips for client implementation assistance.