Senior Consultant, Genesys Cloud CX

TTEC Holdings, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Embark on a transformative career journey as a Senior Consultant, Genesys Cloud CX at TTEC Digital, a globally recognized leader in customer experience (CX) technology and transformation. In this pivotal role, you will be instrumental in shaping and delivering cutting-edge Genesys Cloud CX solutions for our diverse clientele, driving exceptional customer and employee experiences. TTEC Digital prides itself on a vision where employees not only work but truly thrive, fostering an environment where deep expertise meets genuine support and recognition.
• As a key member of our award-winning Genesys Partner Practice, you will collaborate with a world-class team of CX designers, consultants, engineers, and support analysts. This practice has been honored with Genesys' Partner of the Year award an astounding 15 times, a testament to our collective expertise, deep industry knowledge, and unparalleled commitment to client success. With over 400 certifications held by our team members, we possess the comprehensive skills and established relationships necessary to seamlessly integrate the Genesys platform, its applications, and various components into complex, multi-platform environments.
• Your primary responsibility will be to engage directly with clients, delving deep into their unique business challenges and objectives. You will act as a trusted advisor, translating their strategic goals into actionable requirements and functional specifications. This involves meticulously understanding their current state, identifying areas for improvement, and envisioning future-state solutions that leverage the full power of Genesys Cloud CX.
• You will be responsible for designing, configuring, and implementing robust Genesys Cloud CX solutions tailored to meet specific client needs. This includes, but is not limited to, configuring call routing strategies, designing interactive voice response (IVR) flows, implementing omnichannel communication channels (voice, email, chat, social), integrating with CRM and other business systems, and developing custom functionalities where required.
• The role demands a strong ability to bridge the gap between business needs and technical execution. You will translate client requirements into detailed functional and technical designs, ensuring that the proposed solutions are not only effective but also scalable, maintainable, and aligned with best practices. This requires a keen understanding of both the business implications of CX and the technical intricacies of the Genesys platform.
• You will play a crucial role in the end-to-end project lifecycle, from initial discovery and solution design through to implementation, testing, deployment, and post-go-live support. This includes developing project plans, managing timelines, coordinating with internal and external stakeholders, and ensuring that projects are delivered on time, within budget, and to the highest quality standards.
• A significant aspect of your role will involve client enablement and knowledge transfer. You will guide clients through the adoption of new technologies and processes, providing training and support to ensure their teams can effectively utilize and manage the implemented Genesys Cloud CX solutions. This fosters long-term client success and strengthens our partnership.
• You will contribute to the continuous improvement of TTEC Digital's Genesys Partner Practice. This includes sharing best practices, developing reusable assets, mentoring junior team members, and staying abreast of the latest advancements in Genesys Cloud CX and the broader CX landscape. Your insights and experience will help elevate our collective capabilities.
• This position is ideal for proactive, results-oriented professionals who are comfortable navigating both functional and technical aspects of CX solutions. If you thrive in a dynamic, consulting-driven, project-based environment where you can make a tangible impact on client success and contribute to a culture of innovation and excellence, this role is an exceptional opportunity.
• You will be a key contributor to ensuring that our clients' employees feel valued and fully supported, recognizing that an exceptional customer experience is fundamentally an employee-first process. Your work will directly influence the effectiveness and satisfaction of contact center agents and supervisors, ultimately enhancing the quality of customer interactions.
• The opportunity to work with a team that has consistently been recognized as a top-tier Genesys partner offers unparalleled professional development and exposure to a wide array of complex and rewarding client engagements. You will be part of a legacy of excellence and innovation in the CX space.

🎯 Requirements

• Proven experience implementing and configuring Genesys Cloud CX solutions, including routing, IVR, omnichannel capabilities, and agent desktop configurations.
• Strong understanding of contact center operations, customer experience principles, and common business challenges within various industries.
• Ability to translate complex business requirements into detailed functional and technical design documents.
• Excellent client-facing communication, presentation, and interpersonal skills, with the ability to build rapport and trust with stakeholders at all levels.
• Experience working in a consulting or professional services environment, managing project timelines and deliverables.

🏖️ Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional development, including certifications and training on the latest Genesys technologies.
• Generous paid time off and holiday schedule.
• A collaborative and supportive work environment within a globally recognized industry leader.

Skills & Technologies

Senior

Onsite

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TTEC Holdings, Inc.

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About TTEC Holdings, Inc.

TTEC Holdings, Inc. operates the TTEC Digital brand, providing global customer experience technology and services. It designs, implements and manages cloud and on-premise contact-center platforms, CRM applications, analytics and AI solutions. Clients use its advisory, systems integration, and managed services to modernize customer engagement, reduce operating costs and improve satisfaction. The company serves Fortune 1000 enterprises across healthcare, financial services, retail, telecommunications, government and other industries from offices in the Americas, Europe and Asia-Pacific.

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