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Technical Lead - AMS / Genesys Contact Center

  • Vancouver, BC, Canada

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Job details

Job type
Contract
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Experience
Years of Experience: 5+ years in Contact Center platforms, Application Management Services (AMS), and technical delivery
Posting language
English
Posted

Original job description

Technical Lead - AMS / Genesys Contact Center

Start ASAP

End Date: February 29, 2028 / 4.5 months, renewable

Work Location: Vancouver, BC

Years of Experience: 5+ years in Contact Center platforms, Application Management Services (AMS), and technical delivery

Overall Profile Expectation

Seeking an experienced Technical Lead to support the operational management, enhancement of delivery, and continuous improvement of Contact Center platforms. The ideal candidate will possess strong 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 Skills

  1. Genesys Cloud / Genesys Architect
  2. IVR and Chat Flow Design & Development
  3. Contact Center Operations and AMS Delivery
  4. Incident, Problem, Change, and Release Management
  5. Technical Leadership and Stakeholder Management

Additional Required Qualifications

  1. Hands-on experience with Genesys voice, IVR, chat, and digital engagement platforms
  2. Experience designing and maintaining Genesys Architect workflows
  3. Strong understanding of Contact Center operations and support models
  4. Experience delivering customer journey and self-service enhancements
  5. Experience leading production support and complex issue resolution
  6. Strong communication and stakeholder management skills
  7. Ability to mentor support and development resources
  8. Experience developing technical roadmaps and recommending platform improvements

Nice-to-Have Qualifications

  1. Verint platform experience
  2. NICE platform experience
  3. Speech analytics expertise
  4. Workforce optimization experience
  5. AI-enabled customer service experience
  6. Customer experience optimization initiatives

Key Responsibilities

  1. Lead day-to-day AMS operations including incident, problem, change, and release management
  2. Serve as the primary technical lead for Genesys voice, IVR, chat, and digital engagement solutions
  3. Design, develop, and maintain Genesys Architect workflows
  4. Deliver enhancements to customer journeys, self-service capabilities, authentication, and routing solutions
  5. Provide technical oversight and support for Verint and NICE platforms
  6. Collaborate with business stakeholders to translate requirements into scalable solutions
  7. Lead root-cause analysis and resolution of complex production issues
  8. Drive continuous improvement initiatives including IVR optimization and reporting enhancements
  9. Develop technical roadmaps and recommend platform improvements
  10. Mentor team members and establish technical best practices
  11. On-call support for P1/P2 incidents is required.

Client-Facing Expectations

Candidates will be expected to:

  1. Act as the technical lead for Contact Center platform support and enhancements
  2. Work directly with business and operational stakeholders
  3. Lead troubleshooting and production issue resolution
  4. Provide recommendations for platform optimization and modernization
  5. Support vendor coordination and stakeholder communications
  6. Drive continuous service improvements
  7. Participate in on-call support rotations for critical incidents

Technical Focus Areas

Genesys

  • Genesys Cloud
  • Genesys Architect
  • Voice Routing
  • IVR Development
  • Chat & Digital Engagement

Contact Center Operations

  • Application Management Services (AMS)
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
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More about this job

Responsibilities

Lead day-to-day application management services for contact center platforms, including incident, problem, change, and release management, and provide technical leadership for Genesys voice, IVR, chat, and digital engagement solutions. Design and maintain workflows, resolve complex production issues, deliver customer journey and self-service enhancements, and drive platform improvements while collaborating with stakeholders and mentoring team members.

Requirements

Requires 5+ years of experience with contact center platforms, application management services, and technical delivery, including hands-on Genesys Cloud and Genesys Architect expertise. Candidates should have experience with voice, IVR, chat, digital engagement, production support, stakeholder management, and technical leadership; Verint and NICE experience are desirable.

Skills

  • Genesys Cloud
  • Genesys Architect
  • IVR And Chat Flow Design
  • Contact Center Operations
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Technical Leadership
  • Stakeholder Management
  • Voice Routing
  • Digital Engagement
  • Production Support
  • Verint
  • NICE

Visa sponsorship

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Categories

  • Technology
  • Management & Leadership
  • Customer Service & Support
  • Software

Keywords

  • Genesys Cloud
  • Genesys Architect
  • Verint
  • NICE
  • Contact Center
  • AMS
  • Voice Routing
  • IVR
  • Chat
  • Digital Engagement
  • Workflow Design
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Production Support
  • Root-Cause Analysis
  • Customer Journey
  • Self-Service
  • Authentication
  • Reporting
  • Speech Analytics
  • Workforce Optimization
  • Artificial Intelligence
  • Customer Experience Optimization
  • Technical Roadmaps
  • Continuous Improvement
  • On-Call Support

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