Genesys Architect - Servion Global Solutions
12 hours ago
Madrid
Summary: Servion is seeking a Business Systems Analyst with Genesys CCaaS technical expertise to support Client’s contact center platforms. This role is to Enable a seamless transition and steady-state operation of Client’s Contact Center platform (Genesys Cloud), providing end-to-end ownership across migration, stabilization, and continuous optimization, while aligning technology with business and product objectives. Key Responsibilities 1. Supporting Client’s Teams on Genesys Migration • Partner with Client’s CCT teams to plan, execute, and stabilize Genesys Cloud migrations (from legacy/other CC platforms), • Lead cutover, hypercare, and transition-to-operations activities ensuring minimal business disruption, • Provide hands-on expertise in IVR, routing, integrations, and digital channels during migration, • Identify and mitigate migration risks, dependencies, and performance impacts 2. Business Alignment & Solution Expertise & Ownership • Act as a trusted advisor bridging Client’s business, product, and IT teams, • Translate business requirements into scalable, compliant Genesys Cloud solutions, • Own solution design, configuration, and technical governance across CCaaS components, • Ensure adherence to enterprise architecture, security, and GxP compliance standards 3. End-to-End Service Accountability (Support to CC Product Teams) • Own service performance, availability, and SLA/KPI management for Genesys platform, • Ensure effective incident, problem, and change management processes, • Support CC Product Teams with operational insights, backlog prioritization, and service health, • Manage vendor and partner delivery to ensure consistent service quality 4. Continuous Improvement & Value Realization • Drive automation, optimization, and cost efficiency across CC operations, • Analyze service data to identify performance improvements and user experience enhancements, • Implement DevOps best practices (CI/CD, monitoring, observability) for Genesys configurations, • Ensure delivery of measurable business outcomes (CSAT, AHT, SLA improvements, etc.) 5. Supporting CC Product Stakeholders & Roadmap (Genesys/CC Technology Lens) • Collaborate with stakeholders to shape and evolve the CC product roadmap, • Provide technical advisory on Genesys capabilities, innovations (AI, IVA, WEM), and best practices, • Align roadmap with business priorities, regulatory needs, and global standards, • Ensure future-ready architecture and scalability of the CC ecosystem Required Skills & Experience • Strong expertise in Genesys Cloud (CX) platform – IVR, routing, Architect, integrations, APIs, • Experience in CCaaS migration and transformation programs, • Solid understanding of DevOps practices, CI/CD pipelines, and cloud operations, • Knowledge of scaled agile processes., • Experience in regulated environments (Pharma / GxP preferred), • Strong stakeholder management and cross-functional collaboration skills