Job Description : GCB 5 Telephony Platform Engineer Contact Center Transformation (Genesys Cloud CX)
Position Overview :
We are seeking an experienced and hands-on Delivery Manager Telephony Platform Engineer with deep expertise in Cloud Contact Center as a Service (CCaaS) platforms such as Genesys Cloud. This role will be responsible for managing the delivery, engineering, and operationalization of enterprise-grade telephony and contact center solutions. The individual will lead implementation programs, collaborate with cross-functional teams (business, IT, vendors, and partners), ensure platform stability, and drive innovation to enhance customer experience. The role requires a strong combination of technical engineering depth, delivery leadership, and stakeholder management.
Key Responsibilities :
Program & Delivery Management :
- Lead end-to-end delivery of CCaaS / telephony platform projects, ensuring timelines, budgets, and quality outcomes are achieved.
- Manage migration programs from legacy on-premise contact center platforms to cloud-based solutions (e.g., Genesys Cloud).
- Oversee platform upgrades, integrations, and change management initiatives.
Technical Engineering & Platform Management :
Design, configure, and optimize telephony workflows, IVR, routing strategies, and call flows on Genesys Cloud or similar platforms.Manage integration with CRMs, ticketing systems, and workforce engagement solutions.Ensure high availability, disaster recovery, and compliance with regulatory standards (e.g., PCI-DSS, GDPR).Troubleshoot and resolve platform-level incidents, working closely with vendors and support teams.Stakeholder & Vendor Management :
Collaborate with business stakeholders to capture requirements and translate them into scalable telephony solutions.Manage vendor relationships with CCaaS providers, system integrators, and telecom partners.Act as the primary point of contact for platform escalations and service-level adherence.Operational Excellence :
Define and monitor KPIs for telephony performance, including call quality, routing efficiency, and uptime.Implement automation, monitoring tools, and dashboards for proactive management.Ensure documentation, governance, and adherence to best practices.Continuous Improvement :
Drive adoption of new CCaaS features and capabilities (AI bots, predictive routing, workforce management).Identify opportunities to improve customer and agent experience through platform enhancements.Mentor and upskill teams on CCaaS engineering and delivery practices.Qualifications & Skills :
Education : Bachelors degree in Computer Science, Information Technology, Engineering, or a related field. Masters degree preferred.
Experience :
10+ years of experience in telephony / contact center engineering and delivery, with at least 4-5 years on Genesys Cloud or equivalent CCaaS platforms.Strong track record in managing delivery of enterprise-scale contact center transformation programs.Hands-on expertise in IVR design, SBC, SIP trunking, call routing, integration (REST APIs, web services), and cloud telephony.Familiarity with workforce engagement management (WEM), analytics, and omnichannel routing.Knowledge of ITIL processes and experience working in Agile / DevOps delivery models.Technical Skills :
Proficiency in Genesys Cloud (preferred), Avaya, Cisco, NICE, Five9, or Amazon Connect.Experience with ServiceNow, Salesforce, MS Dynamics, or other CRMs.Understanding of networking, SIP, WebRTC, and telephony protocols.Familiarity with scripting, APIs, and automation for platform configuration.Key Attributes :
Strong leadership and program management skills with the ability to manage distributed teams and multiple stakeholders.Excellent problem-solving and analytical abilities, with a customer-first mindset.Ability to balance technical depth with business context, ensuring solutions align with strategic goals.Strong communication and stakeholder management skills, capable of engaging with both technical and business leaders.Proactive, adaptable, and innovative, with the ability to thrive in fast-paced transformation environments.Demonstrated ability to drive operational excellence and deliver continuous improvement.(ref : hirist.tech)
