Location: REMOTE / Toronto, Ontario
This job allows you to work remotely.
This role supports a multi-year public sector contact centre replacement initiative, focused on integrating business requirements into standardized, scalable Genesys Cloud CX configurations.
Responsibilities
• Act as a functional integrator between business requirements, platform configuration, and delivery teams.
• Configure and validate GCCX features including routing, queues, IVR, agent profiles, and permissions.
• Support gap assessments and ensure functional alignment across project phases.
• Integrate solutions across environments (Dev, SIT, UAT, Prod) in preparation for pilot and production rollout.
• Collaborate closely with clients and internal teams during migration and stabilization phases.
• Support design validation activities in place of traditional JAD sessions.
Must Have Skills:
• 5+ years of experience delivering contact centre solutions.
• Strong hands-on experience with Genesys Cloud CX configuration and deployment.
• Experience acting as an integrator on large, multi-stream programs.
• Comfortable working within an adaptive waterfall or hybrid delivery model.
• Ability to clearly explain individual ownership and delivery outcomes.
Nice to Have Skills:
• Experience supporting government or regulated environments.
• Exposure to large-scale contact centre migrations.
