Our client is seeking an experienced Genesys Project Manager to lead and manage the implementation and optimization of Genesys Contact Center solutions.

The role can be located in Brisbane or Perth CBD. It would be hybrid working in either of these locations. The opportunity would be an initial 6 month contract with a very good chance to extend or become permanent for the right candidate.

Responsibilities:

• Project Management: Manage end-to-end implementation and enhancement projects for Genesys Contact Center solutions.
• Cloud Architecture: Design, review, and optimize cloud architecture for seamless integration with Genesys systems.
• Cloud Contact Center Components: Oversee the deployment of cloud contact center components ensuring system reliability and scalability.
• Capabilities Overview: Develop and present detailed assessments of Genesys capabilities to stakeholders.
• CCaaS Architecture: Architect and support Contact Center as a Service (CCaaS) solutions tailored to business needs.
• Licensing Methodology: Manage and optimize licensing requirements to ensure compliance and cost-effectiveness.
• Self-Service Options: Implement and enhance self-service features like IVR, chatbots, and AI-driven solutions.
• Collaboration Options: Facilitate seamless collaboration through Genesys tools and integrations.
• Inbound and Outbound Calling: Optimize inbound and outbound call processes to improve customer satisfaction and efficiency.
• Workforce Management (WFM) and Workforce Engagement Management (WEM): Utilize WFM/WEM tools to improve productivity and ensure optimal workforce utilization.
• AppFoundry and APIs: Manage integrations with third-party applications and APIs via Genesys AppFoundry.
• Insights, Analytics, and Reporting: Provide actionable insights through advanced reporting and analytics within Genesys.
• Artificial Intelligence and Automation: Implement AI-driven solutions to automate processes and improve contact center efficiency.
• Session Border Controller (SBC) and Audiocodes: Configure and maintain SBCs and Audiocodes to ensure secure and reliable communications.
  
  

Essential experience:

• 4+ years Project Management
• MUST HAVE 2+ years in Genesys Contact Center solutions and architecture.
• Proven experience in managing large-scale Genesys implementations.
• Proficient in cloud architecture and CCaaS systems.
• Solid understanding of licensing methodologies, workforce management, and AI technologies.
• Familiarity with APIs, AppFoundry integrations, and SBC/Audiocodes configuration.
• Excellent communication and stakeholder management skills.
  
  

Desirable experience:

• Relevant certifications in Genesys solutions.
• Hands-on experience with workforce engagement tools and analytics platforms.
• Knowledge of emerging trends in contact center technologies.