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Added 2 mins ago
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Servion Global Solutions

Genesys Cloud Consultant

Toronto, ON, Canada

Job type: Full-time
Apply by: Oct 24, 2026
Posting language: English
Posted: Sep 24, 2026

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Original job description

Role Summary

We are looking for an experienced Genesys Cloud Consultant to support the design, configuration, development, integration, and ongoing operational support of Genesys Cloud CX.

The ideal candidate will have strong hands-on experience across Genesys Cloud Architect, Digital/Chatbot, WEM, Data Actions/API integrations, email, user administration, routing, IVR/call flows, and production support. The role will work closely with business, application, integration, and operations teams to deliver enhancements and provide reliable Day-2 support for the Genesys Cloud environment.

Key Responsibilities

Genesys Cloud Design & Development

Design, develop, configure, test, and support Genesys Cloud Architect IVR and call flows.
Configure and maintain:
Queues and skills
Business hours and schedules
Inbound and outbound routing
Callback
Voicemail
Surveys
Hold treatments
Estimated Wait Time (EWT) treatments
Internal and external transfers
Agent scripts and screen-pop behavior
Agent whispers
Emergency and holiday routing
Wrap-up codes and disposition handling
Support reusable flow components and configuration standards across the Genesys Cloud environment.

Digital, Chatbot & Knowledge Management

Develop, configure, enhance, and support Genesys chatbot and digital interaction capabilities.
Create and maintain website/support-center knowledge bases and FAQs integrated with Genesys.
Support chatbot intents, knowledge content, conversation flows, escalation to live agents, and ongoing optimization.
Troubleshoot digital interaction and bot-related production issues.

Email

Design, configure, test, and support Genesys Cloud email interactions.
Configure email routing, queues, templates, auto-responses, and associated workflows.
Troubleshoot email routing and delivery issues.

Workforce Engagement Management (WEM)

Configure and provide operational support for Genesys Cloud WEM capabilities.
Support workforce management, quality management, recording, evaluations, scheduling, forecasting, and related WEM configurations as applicable.
Troubleshoot WEM configuration and operational issues.

API & Integration

Create and maintain Genesys Cloud Data Actions for API-based integrations.
Work with REST APIs, JSON payloads, authentication, request/response mappings, and error handling.
Troubleshoot integrations between Genesys Cloud and enterprise applications.
Support testing and validation of API and Data Action changes.

AI-Generated Audio & Prompts

Create and maintain IVR prompts, menu messages, announcements, and other audio assets.
Use AI-based voice generation platforms such as Murf or similar SaaS tools to generate production-quality audio.
Maintain consistency in voice, pronunciation, format, and audio standards across customer-facing experiences.

Genesys Cloud Administration

Create and maintain Genesys Cloud users and agents.
Configure roles, permissions, queues, skills, divisions, and other required access.
Support onboarding, offboarding, and modification of agent/user configurations.
Maintain configuration standards and documentation.

Operational / Day-2 Support

Provide ongoing operational support for the Genesys Cloud platform.
Troubleshoot incidents related to routing, IVR, digital, WEM, email, integrations, user configuration, and platform functionality.
Perform root-cause analysis and coordinate with Genesys Support and other technology teams when required.
Implement approved production changes and enhancements following established change-management processes.
Maintain technical documentation, configuration records, and operational procedures.
Participate in incident, problem, change, and service-request management processes.
Participate in an on-call/pager rotation as scheduled by the End User, including after-hours or weekend support when required. Overtime/weekend hours actually worked will be handled according to the applicable rate card.

Required Skills & Experience

Strong hands-on experience with Genesys Cloud CX implementation and/or production support.
Hands-on experience with Genesys Cloud Architect and IVR/call-flow development.
Experience with Genesys Cloud routing concepts including queues, skills, schedules, callbacks, transfers, EWT, and routing treatments.
Experience developing or supporting Genesys chatbots/digital channels.
Experience configuring and supporting Genesys Cloud WEM.
Experience with Genesys Cloud Data Actions and REST API integrations.
Understanding of JSON, REST APIs, OAuth/authentication, and web-service integrations.
Experience with Genesys Cloud email configuration and routing.
Experience with Genesys Cloud user, role, permission, queue, and agent administration.
Strong troubleshooting skills across voice, digital, routing, and integrations.
Experience supporting production contact-center environments and working within incident/change-management processes.
Ability to translate business requirements into Genesys Cloud configurations and technical solutions.

Preferred Skills

Genesys Cloud CX certifications.
Experience with Genesys Cloud APIs, integrations, and automation.
Experience with knowledge management, bots, conversational AI, or virtual agents.
Experience with AI-generated voice/audio tools such as Murf or equivalent platforms.
Understanding of contact-center telephony, SIP, DID/TFN routing, and carrier concepts.
Experience with CRM integrations such as Salesforce or ServiceNow.
Experience with CI/CD, version control, automated deployment, or configuration-management practices for Genesys Cloud.
Familiarity with reporting, analytics, interaction recording, quality management, and workforce management.
Experience working in an enterprise managed-services or production-support environment.

Ideal Candidate Profile

The ideal candidate is a hands-on Genesys Cloud practitioner who can work across both project/enhancement activities and operational support. The individual should be comfortable independently designing and configuring Genesys Cloud solutions, troubleshooting production issues, working with APIs and integrations, and collaborating directly with business and technical stakeholders.

The role requires someone who can move comfortably between Genesys configuration, development, integration, testing, documentation, and Day-2 operational support.

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More about this job

Responsibilities

Design, configure, develop, test, and support Genesys Cloud CX capabilities across voice, digital, email, WEM, integrations, and user administration. Provide Day-2 operational support, troubleshoot incidents, implement approved changes, maintain documentation, and participate in scheduled on-call support.

Requirements

Candidates need hands-on Genesys Cloud CX experience, including Architect flows, routing, digital channels, WEM, email, Data Actions, REST APIs, and administration. They should be able to translate business needs into technical configurations, troubleshoot production contact-center environments, and work within incident and change-management processes.

Skills

Genesys Cloud CX
Genesys Cloud Architect
IVR And Call-Flow Development
Contact-Center Routing
Chatbots And Digital Channels
Workforce Engagement Management
REST API Integrations
Data Actions
JSON And OAuth
Email Routing
User And Agent Administration
Production Support
Incident And Change Management
Troubleshooting
Knowledge Management
AI-Generated Audio

Visa sponsorship

Not detected in the job text

Keywords

Genesys Cloud CX
Genesys Cloud Architect
IVR
Call Flows
Queues
Skills-Based Routing
Callbacks
Estimated Wait Time
Chatbots
Digital Channels
Knowledge Bases
Email Routing
Workforce Engagement Management
Workforce Management
Quality Management
Interaction Recording
Data Actions
REST APIs
JSON
OAuth
AI Voice Generation
Murf
User Administration
Incident Management
Change Management
Production Support
Contact Center
SIP
Salesforce
ServiceNow

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