Genesys Connect /Genesys Engage

Role : Genesys Cloud/Genesys Engage Duration : Long Term Contact Location : Jersey City NJ Hybrid Responsibilities • Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation • Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities • Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services • Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms • Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots • Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.) • Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders • Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments • Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices • Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics Functional Skills • Strong understanding of customer journeys and contact center operations • Ability to align Amazon Connect capabilities with business outcomes and KPIs • Expertise in CX strategy, digital engagement models, and cloud transformation initiatives Experience • 12+ years of experience in contact center technologies and CX solutions • Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect Hands-on expertise with: Amazon Connect (mandatory) Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios) • Experience working in AWS cloud environment (strongly preferred); Azure/GCP knowledge is a plus • Strong background in enterprise integrations and API-based architectures • Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect • Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots) • Experience working with cross-functional teams and senior stakeholders Technical Skills • Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management • Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys • Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB) • Expertise in API integration, microservices, and cloud-native design patterns • Familiarity with security, compliance (PCI, HIPAA), and performance optimization • Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis)