Senior Genesys Consultant / Tech Lead

Senior Genesys Consultant / Tech Lead

• Location: Houston, TX (100% Onsite 5 Days/Week)

• Employment Type: Full-time / Contract

• Experience Level: Senior (15+ Years)

Role Overview

We are seeking a mature, highly experienced Senior Genesys Tech Lead / Consultant to join our team onsite in Houston, TX. This role focuses heavily on Production Support, Incident Management, and System Architecture rather than pure development.

The ideal candidate will act as a key technical liaison, managing client relationships and providing leadership and direction to offshore engineering teams.

Key Responsibilities

• Technical Leadership & Client Management: Serve as the primary onsite technical lead, collaborating directly with key stakeholders and guiding offshore delivery teams.

• Production Support & Escalations: Drive high-level production support, root cause analysis, incident management, disaster recovery, and continuous system optimization.

• Contact Center Architecture: Architect, configure, and maintain enterprise contact center solutions across Genesys Engage and Genesys Cloud platforms.

• Operations & Integration: Manage complex routing, omni-channel flows, outbound dialer campaigns, CTI integrations, and workforce management alignment.

Key Qualifications & Skills Core Technical Expertise

• Genesys Suite: Extensive hands-on experience with Genesys Engage and Genesys Cloud (Queuing/Routing, PBX, Omni-Channel, Call Recording, Outbound Dialer).

• Conversational Design: Proficient with Genesys Cloud Architect, CTI integrations, and VoIP/SIP endpoint configurations.

• Workforce Management: Experience with NICE IEX WFM & NICE CXOne (forecasting, scheduling, and resource optimization).

• Support & Operations: Strong expertise in ITIL framework, Incident Management, Business Continuity, and Disaster Recovery.

• DevOps & Automation: Exposure to CI/CD pipelines, Agile methodologies, and basic scripting/programming (JavaScript, Python, Java).

Required Soft Skills & Background

• 15+ years of progressive experience in contact center technologies and enterprise systems engineering.

• Proven track record of leading offshore technical teams and managing end-to-end service delivery.

• Strong client-facing communication skills with a diplomatic, solution-oriented mindset.

Preferred Certifications

• Genesys Certified Professional (Google Cloud Platform)

• ITIL Certification

• NICE CXOne Certified Administrator