We are seeking a Senior Genesys Cloud CX Migration Expert to lead the end-to-end transformation of our contact centre environment. This role is critical to bridging business operations, customer experience (CX) strategy, and technical platform delivery across complex stakeholder environments.
The ideal candidate understands not only how contact centres operate, but how to translate that operational reality into executable migration requirements across platforms such as CCaaS, WFM, CRM, AI, and reporting ecosystems. You will be the strategic anchor of our migration program, ensuring that technical architecture decisions directly support agent efficiency, customer satisfaction, and long-term business scalability.
Responsibilities:
- Design, develop, and execute the end-to-end migration strategy from legacy platforms to Genesys Cloud CX, ensuring minimal business disruption and maximum adoption of native capabilities.
- Translate operational workflows and contact centre realities into detailed migration requirements, user stories, and technical configurations.
- Lead the design and integration of the Genesys Cloud ecosystem with adjacent platforms, including CRM (Salesforce, Dynamics), WFM, AI/Bot frameworks, and reporting warehouses.
- Serve as the primary bridge between Contact Centre Operations, IT, and CX Strategy teams, facilitating workshops and managing stakeholder expectations.
- Design and optimize omnichannel routing strategies (voice, chat, email, social) to enhance agent efficiency and customer experience.
- Oversee the migration of historical data and the reconfiguration of reporting dashboards to ensure continuity of insights and performance measurement.
- Define success metrics and implement quality management frameworks to drive continuous improvement post-migration.
- Ensure architectural decisions support long-term scalability, security, and integration with emerging AI and digital engagement tools.