Genesys Consultant and Team Lead
IBM
Genesys Consultant and Team Lead
Job Description
Genesys Consultant and Team Lead
📋 Job Overview
The Genesys Consultant and Team Lead at IBM will lead end-to-end delivery of contact center transformation projects, manage daily delivery activities, and provide technical leadership. The role involves hands-on guidance, solution architecture, and client communication to ensure project success and quality.
📍 Location: Giza, EG (Remote/Hybrid)
💼 Career Level: Professional
🎯 Key Responsibilities
- Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence
- Manage daily delivery activities including sprint planning, execution tracking, and milestone management
- Identify and resolve delivery risks, issues, and dependencies proactively
- Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems
- Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices
- Provide hands-on technical guidance to development, integration, and QA teams
- Act as the primary delivery and technical point-of-contact for client stakeholders
- Conduct design workshops, solution walkthroughs, and manage sign-offs
- Communicate status, risks, and decisions clearly and professionally
- Review and approve business requirements, user stories, technical designs, and test plans
- Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness
- Support defect triage, prioritization, and resolution
- Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams
- Provide technical leadership and remove design or implementation roadblocks
- Mentor team members and ensure alignment on priorities and standards
- Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting
- Oversee integrations with CRM, middleware, authentication systems, and legacy applications
- Recommend platform features and configuration approaches to meet business goals
- Identify opportunities to optimize solution design and delivery efficiency
- Promote reusable components, standards, and best practices across the team
- Recommend enhancements or innovations to improve customer and agent experience
✅ Required Qualifications
- 7–10 years of experience delivering large-scale contact center or CX transformation programs
- Strong leadership skills with proven ability to manage multi-disciplinary delivery teams
- Excellent client-facing communication, presentation, and expectation-management skills
- Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance
- Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling
- Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments
- Ability to translate business needs into technical requirements and architecture recommendations
- Deep hands-on experience designing and delivering Genesys Cloud CX solutions
- Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows)
- Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models
- Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels
- Strong understanding of Genesys Cloud APIs, event streams, and integration patterns
- Experience designing and integrating with CRM systems
- Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models
- Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards
- Understanding of reports and analytics using Genesys Cloud dashboards and APIs
- Familiarity with security, compliance, and data retention features within Genesys Cloud
- Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures
🛠️ Required Skills
- Leadership
- Client-facing communication
- Presentation
- Expectation-management
- Agile delivery
- Sprint planning
- Backlog management
- Large-program governance
- Problem-solving
- Risk management
- Escalation handling
- Cross-vendor coordination
- Cross-platform coordination
- Technical requirements translation
- Architecture recommendations
- Genesys Cloud CX
- Architect Flows
- Queue design
- Routing strategies
- Skills-based routing
- Bullseye routing
- Call distribution models
- Digital channels configuration
- Genesys Cloud APIs
- Event streams
- Integration patterns
- CRM integration
- Genesys Data Actions
- Middleware integration
- Secure API authentication
- Recording policies
- Quality management
- Workforce management
- Performance dashboards
- Reports and analytics
- Security
- Compliance
- Data retention
- Troubleshooting
- Flow logic errors
- Integration failures
🎁 Benefits & Perks
- Opportunity to learn and develop career
- Encouragement to be courageous and experiment daily
- Continuous trust and support in an inclusive environment
- Flexible working patterns
- Equal-opportunity employment
Locations
- Giza, EG, India (Remote)
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,200,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Leadershipintermediate
- Client-facing communicationintermediate
- Presentationintermediate
- Expectation-managementintermediate
- Agile deliveryintermediate
- Sprint planningintermediate
- Backlog managementintermediate
- Large-program governanceintermediate
- Problem-solvingintermediate
- Risk managementintermediate
- Escalation handlingintermediate
- Cross-vendor coordinationintermediate
- Cross-platform coordinationintermediate
- Technical requirements translationintermediate
- Architecture recommendationsintermediate
- Genesys Cloud CXintermediate
- Architect Flowsintermediate
- Queue designintermediate
- Routing strategiesintermediate
- Skills-based routingintermediate
- Bullseye routingintermediate
- Call distribution modelsintermediate
- Digital channels configurationintermediate
- Genesys Cloud APIsintermediate
- Event streamsintermediate
- Integration patternsintermediate
- CRM integrationintermediate
- Genesys Data Actionsintermediate
- Middleware integrationintermediate
- Secure API authenticationintermediate
- Recording policiesintermediate
- Quality managementintermediate
- Workforce managementintermediate
- Performance dashboardsintermediate
- Reports and analyticsintermediate
- Securityintermediate
- Complianceintermediate
- Data retentionintermediate
- Troubleshootingintermediate
- Flow logic errorsintermediate
- Integration failuresintermediate
Required Qualifications
- 7–10 years of experience delivering large-scale contact center or CX transformation programs (experience)
- Strong leadership skills with proven ability to manage multi-disciplinary delivery teams (experience)
- Excellent client-facing communication, presentation, and expectation-management skills (experience)
- Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance (experience)
- Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling (experience)
- Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments (experience)
- Ability to translate business needs into technical requirements and architecture recommendations (experience)
- Deep hands-on experience designing and delivering Genesys Cloud CX solutions (experience)
- Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows) (experience)
- Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models (experience)
- Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels (experience)
- Strong understanding of Genesys Cloud APIs, event streams, and integration patterns (experience)
- Experience designing and integrating with CRM systems (experience)
- Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models (experience)
- Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards (experience)
- Understanding of reports and analytics using Genesys Cloud dashboards and APIs (experience)
- Familiarity with security, compliance, and data retention features within Genesys Cloud (experience)
- Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures (experience)
Responsibilities
- Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence
- Manage daily delivery activities including sprint planning, execution tracking, and milestone management
- Identify and resolve delivery risks, issues, and dependencies proactively
- Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems
- Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices
- Provide hands-on technical guidance to development, integration, and QA teams
- Act as the primary delivery and technical point-of-contact for client stakeholders
- Conduct design workshops, solution walkthroughs, and manage sign-offs
- Communicate status, risks, and decisions clearly and professionally
- Review and approve business requirements, user stories, technical designs, and test plans
- Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness
- Support defect triage, prioritization, and resolution
- Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams
- Provide technical leadership and remove design or implementation roadblocks
- Mentor team members and ensure alignment on priorities and standards
- Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting
- Oversee integrations with CRM, middleware, authentication systems, and legacy applications
- Recommend platform features and configuration approaches to meet business goals
- Identify opportunities to optimize solution design and delivery efficiency
- Promote reusable components, standards, and best practices across the team
- Recommend enhancements or innovations to improve customer and agent experience
Benefits
- general: Opportunity to learn and develop career
- general: Encouragement to be courageous and experiment daily
- general: Continuous trust and support in an inclusive environment
- general: Flexible working patterns
- general: Equal-opportunity employment
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Answer 10 quick questions to check your fit for Genesys Consultant and Team Lead @ IBM.
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Genesys Consultant and Team Lead
IBM
Genesys Consultant and Team Lead
Job Description
Genesys Consultant and Team Lead
📋 Job Overview
The Genesys Consultant and Team Lead at IBM will lead end-to-end delivery of contact center transformation projects, manage daily delivery activities, and provide technical leadership. The role involves hands-on guidance, solution architecture, and client communication to ensure project success and quality.
📍 Location: Giza, EG (Remote/Hybrid)
💼 Career Level: Professional
🎯 Key Responsibilities
- Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence
- Manage daily delivery activities including sprint planning, execution tracking, and milestone management
- Identify and resolve delivery risks, issues, and dependencies proactively
- Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems
- Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices
- Provide hands-on technical guidance to development, integration, and QA teams
- Act as the primary delivery and technical point-of-contact for client stakeholders
- Conduct design workshops, solution walkthroughs, and manage sign-offs
- Communicate status, risks, and decisions clearly and professionally
- Review and approve business requirements, user stories, technical designs, and test plans
- Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness
- Support defect triage, prioritization, and resolution
- Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams
- Provide technical leadership and remove design or implementation roadblocks
- Mentor team members and ensure alignment on priorities and standards
- Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting
- Oversee integrations with CRM, middleware, authentication systems, and legacy applications
- Recommend platform features and configuration approaches to meet business goals
- Identify opportunities to optimize solution design and delivery efficiency
- Promote reusable components, standards, and best practices across the team
- Recommend enhancements or innovations to improve customer and agent experience
✅ Required Qualifications
- 7–10 years of experience delivering large-scale contact center or CX transformation programs
- Strong leadership skills with proven ability to manage multi-disciplinary delivery teams
- Excellent client-facing communication, presentation, and expectation-management skills
- Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance
- Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling
- Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments
- Ability to translate business needs into technical requirements and architecture recommendations
- Deep hands-on experience designing and delivering Genesys Cloud CX solutions
- Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows)
- Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models
- Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels
- Strong understanding of Genesys Cloud APIs, event streams, and integration patterns
- Experience designing and integrating with CRM systems
- Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models
- Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards
- Understanding of reports and analytics using Genesys Cloud dashboards and APIs
- Familiarity with security, compliance, and data retention features within Genesys Cloud
- Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures
🛠️ Required Skills
- Leadership
- Client-facing communication
- Presentation
- Expectation-management
- Agile delivery
- Sprint planning
- Backlog management
- Large-program governance
- Problem-solving
- Risk management
- Escalation handling
- Cross-vendor coordination
- Cross-platform coordination
- Technical requirements translation
- Architecture recommendations
- Genesys Cloud CX
- Architect Flows
- Queue design
- Routing strategies
- Skills-based routing
- Bullseye routing
- Call distribution models
- Digital channels configuration
- Genesys Cloud APIs
- Event streams
- Integration patterns
- CRM integration
- Genesys Data Actions
- Middleware integration
- Secure API authentication
- Recording policies
- Quality management
- Workforce management
- Performance dashboards
- Reports and analytics
- Security
- Compliance
- Data retention
- Troubleshooting
- Flow logic errors
- Integration failures
🎁 Benefits & Perks
- Opportunity to learn and develop career
- Encouragement to be courageous and experiment daily
- Continuous trust and support in an inclusive environment
- Flexible working patterns
- Equal-opportunity employment
Locations
- Giza, EG, India (Remote)
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,200,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Leadershipintermediate
- Client-facing communicationintermediate
- Presentationintermediate
- Expectation-managementintermediate
- Agile deliveryintermediate
- Sprint planningintermediate
- Backlog managementintermediate
- Large-program governanceintermediate
- Problem-solvingintermediate
- Risk managementintermediate
- Escalation handlingintermediate
- Cross-vendor coordinationintermediate
- Cross-platform coordinationintermediate
- Technical requirements translationintermediate
- Architecture recommendationsintermediate
- Genesys Cloud CXintermediate
- Architect Flowsintermediate
- Queue designintermediate
- Routing strategiesintermediate
- Skills-based routingintermediate
- Bullseye routingintermediate
- Call distribution modelsintermediate
- Digital channels configurationintermediate
- Genesys Cloud APIsintermediate
- Event streamsintermediate
- Integration patternsintermediate
- CRM integrationintermediate
- Genesys Data Actionsintermediate
- Middleware integrationintermediate
- Secure API authenticationintermediate
- Recording policiesintermediate
- Quality managementintermediate
- Workforce managementintermediate
- Performance dashboardsintermediate
- Reports and analyticsintermediate
- Securityintermediate
- Complianceintermediate
- Data retentionintermediate
- Troubleshootingintermediate
- Flow logic errorsintermediate
- Integration failuresintermediate
Required Qualifications
- 7–10 years of experience delivering large-scale contact center or CX transformation programs (experience)
- Strong leadership skills with proven ability to manage multi-disciplinary delivery teams (experience)
- Excellent client-facing communication, presentation, and expectation-management skills (experience)
- Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance (experience)
- Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling (experience)
- Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments (experience)
- Ability to translate business needs into technical requirements and architecture recommendations (experience)
- Deep hands-on experience designing and delivering Genesys Cloud CX solutions (experience)
- Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows) (experience)
- Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models (experience)
- Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels (experience)
- Strong understanding of Genesys Cloud APIs, event streams, and integration patterns (experience)
- Experience designing and integrating with CRM systems (experience)
- Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models (experience)
- Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards (experience)
- Understanding of reports and analytics using Genesys Cloud dashboards and APIs (experience)
- Familiarity with security, compliance, and data retention features within Genesys Cloud (experience)
- Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures (experience)
Responsibilities
- Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence
- Manage daily delivery activities including sprint planning, execution tracking, and milestone management
- Identify and resolve delivery risks, issues, and dependencies proactively
- Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems
- Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices
- Provide hands-on technical guidance to development, integration, and QA teams
- Act as the primary delivery and technical point-of-contact for client stakeholders
- Conduct design workshops, solution walkthroughs, and manage sign-offs
- Communicate status, risks, and decisions clearly and professionally
- Review and approve business requirements, user stories, technical designs, and test plans
- Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness
- Support defect triage, prioritization, and resolution
- Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams
- Provide technical leadership and remove design or implementation roadblocks
- Mentor team members and ensure alignment on priorities and standards
- Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting
- Oversee integrations with CRM, middleware, authentication systems, and legacy applications
- Recommend platform features and configuration approaches to meet business goals
- Identify opportunities to optimize solution design and delivery efficiency
- Promote reusable components, standards, and best practices across the team
- Recommend enhancements or innovations to improve customer and agent experience
Benefits
- general: Opportunity to learn and develop career
- general: Encouragement to be courageous and experiment daily
- general: Continuous trust and support in an inclusive environment
- general: Flexible working patterns
- general: Equal-opportunity employment
Tags & Categories
Answer 10 quick questions to check your fit for Genesys Consultant and Team Lead @ IBM.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs