Senior Genesys Cloud CX Solutions Implementor (100% Remote)

About AllShore Talent:

AllShore Talent is a leading remote staffing company, offering top-tier professionals working 100% remote to businesses worldwide. SIT and software development, design, administrative support, digital marketing, and more. AllShore connects organizations with skilled talent to meet diverse business needs.

About The Client:

Condado is a consulting, implementation, and managed services firm with extensive expertise in Contact Center and CRM technologies. Since 2005, we have helped more than 400 customers optimize their customer experience delivering measurable business impact. We are respected by industry’s leading technology vendors as a top advisor and professional services practice having won many vendor awards and recognitions. Our consultants are recognized by our clients as their trusted advisors, domain experts, and long-term partners.

Join us and be part of a dynamic environment, and growth where your skills and expertise will make a significant impact.

We are seeking talented and motivated individuals to join our team as Senior Genesys Cloud CX Implementation Engineer.

About the Role:

We are seeking a highly skilled individual to join our CCaaS delivery team. You will lead the design, configuration, implementation, and optimization of comprehensive Genesys Cloud CX solutions for enterprise clients, bringing senior-level platform expertise and a consultative approach. This senior role involves solution architecture, client consultation, and technical platform configuration, focusing on fully leveraging Genesys Cloud CX's capabilities including its Omnichannel Communications, AI and Automation, Workforce Engagement Management (WEM), Analytics, Inbound/Outbound functionality, Customer Journey Management, Integrations, Self-Service, Unified Agent Desktop, and Co-browse/Screen Share features. This role is centered on platform configuration and solution assembly, not custom software development.

Responsibilities:

• Lead the end-to-end design, configuration, and deployment of Genesys Cloud CX solutions, establishing sophisticated Omnichannel Communications (across voice and digital channels) and intelligent Inbound/Outbound interaction routing strategies using Genesys Cloud Architect, including Self-Service IVRs and AI-driven Automation with bot flows.

• Implement, configure, and manage the full Workforce Engagement Management (WEM) suite, including Workforce Management (WFM), Quality Management, and leveraging Speech/Text Analytics (as part of AI and Automation) for actionable insights into agent performance and customer interactions.

• Configure and optimize the Unified Agent Desktop, including agent scripting and tools like Co-browse/Screen Share, and manage knowledge bases to support both agent-assisted service and AI-powered Self-Service options.

• Design and deploy robust Integrations between Genesys Cloud CX and client systems (e.g., CRMs, knowledge bases), primarily utilizing platform tools like Data Actions and configuring API-based connections.

• Develop and manage insightful Analytics and Reporting dashboards to provide clients with actionable data on contact center performance; advise on using these insights for Customer Journey Management and continuous operational improvement.

• Implement core Genesys Cloud CX administration, including user management, roles, security configurations, and access permissions, ensuring alignment with enterprise policies.

• Actively lead client discovery sessions, translate business requirements into technical solutions, manage implementation planning and execution, and provide expert post-implementation support and troubleshooting.

• Drive Root Cause Analysis for complex platform issues, contribute to the development of best practices and implementation templates, and support standardized, repeatable processes for deploying Genesys Cloud CX configurations.