Cisco Contact Centre - Genesys SME
Posted 4 days ago by Avancer Corporation
Negotiable
Undetermined
Remote
Remote
Summary: We are looking for a Cisco Contact Center Genesys Subject Matter Expert (SME) to provide strategic advisory and architectural leadership in enterprise contact center environments. The role involves assessing current capabilities, defining future architecture, and guiding modernization efforts. The ideal candidate should possess both technical expertise and client-facing consulting experience, particularly in cloud or hybrid environments. Strong advisory skills to senior IT and Operations leadership are essential for driving platform decisions and stakeholder alignment.
Key Responsibilities:
- Serve as primary technical advisor to IT, Operations, and CX leadership on platform decisions and roadmap priorities
- Assess current environment and define target-state architecture, including a clear modernization roadmap with milestones
- Design and optimize call flows, IVR, and NLP/AI-driven self-service
- Advise on platform selection, migration strategy, and vendor evaluation
- Lead contact center transformation initiatives spanning modernization, consolidation, and scalability
- Guide integrations across CTI, CRM, WFM, and analytics platforms
- Establish reporting, KPIs, and performance frameworks to drive measurable CX improvement
- Advise on operating model design and workforce optimization
Key Skills:
- Hands-on technical expertise in contact center technologies
- Client-facing consulting experience
- Experience in enterprise contact center transformation in cloud or hybrid environments
- Strong advisory skills to senior IT and Operations leadership
- Knowledge of telephony, customer engagement platforms, and operating models
- Ability to design call flows and optimize self-service solutions
- Experience with CTI, CRM, WFM, and analytics platforms
- Strong understanding of KPIs and performance frameworks
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Hi,
I have a REMOTE PROJECT so if interested then do let me know...
ROLE - CISCO CONTACT CENTER GENESYS SME
LOCATION - REMOTE
ROLE OVERVIEW
We are seeking a Contact Center SME to provide strategic advisory and architectural leadership across enterprise contact center environments. This role will assess current-state capabilities, define future-state architecture, and guide modernization across telephony, customer engagement platforms, and operating models.
The ideal candidate brings a blend of hands-on technical expertise and client-facing consulting experience, with a proven track record leading enterprise contact center transformation in cloud or hybrid environments. Comfort operating as a primary technical advisor to senior IT and Operations leadership driving platform decisions, roadmap priorities, and stakeholder alignment is essential.
KEY RESPONSIBILITIES
Serve as primary technical advisor to IT, Operations, and CX leadership on platform decisions and roadmap priorities
Assess current environment and define target-state architecture, including a clear modernization roadmap with milestones
Design and optimize call flows, IVR, and NLP/AI-driven self-service
Advise on platform selection, migration strategy, and vendor evaluation
Lead contact center transformation initiatives spanning modernization, consolidation, and scalability
Guide integrations across CTI, CRM, WFM, and analytics platforms
Establish reporting, KPIs, and performance frameworks to drive measurable CX improvement
Advise on operating model design and workforce optimization
Thanks, Sachin Sharma