Senior Genesys Cloud Technical Lead/SME with experience to support ongoing projects, optimization of operations across the enterprise

Our client is looking for a Senior Genesys Cloud Technical Lead/SME with experience to support ongoing projects, optimization of operations across the enterprise

This role will require you to be onsite 3 days/week in Calgary or Edmonton

Must Haves:

• 5+ years' experience acting as a Technical Lead, Technical Business Analyst Lead, Network Lead or Contact Center Lead
• Must have experience with Genesys Cloud
• Hands-on experience across core CCaaS functionalities: routing, IVR, queues, omnichannel, reporting/analytics, workforce management integrations, and administration.
• Experience with telephony systems & infrastructure (SBCs, SIP, QoS, telephony gateways, PSTN/VoIP, SIP trunks) and related cloud connectivity.

Responsibilities

• Technical leadership for Genesys Cloud: Serve as the subject-matter expert for all Genesys Cloud components (CCaaS) and related telephony infrastructure.
• Implementation project ownership: Act as the technical owner on Genesys implementation projects, guiding architecture, design, integration, and rollout plans.
• Operation excellence: Troubleshoot complex cloud telephony issues, provide rapid incident response, and drive permanent remediation.
• Architecture & governance: Define standards, patterns, and reference architectures for CCaaS deployments; ensure security, reliability, scalability, and compliance across solutions.
• Vendor & stakeholder collaboration: Coordinate with multiple vendors and internal teams; manage dependencies, SLAs, and deliverables; communicate technical concepts to non-technical stakeholders
• Operations integration: Ensure seamless integration of Genesys with telephony infrastructure, CRM, data sources, and other enterprise systems.