Lead I - Cloud Infrastructure Services

About The Job:

• We are seeking an experienced Genesys Cloud Developer Contractor to support ongoing enhancement requests, break-fix items, and operational support for our Genesys Cloud environment.
• This role will be responsible for analyzing business requests, designing and implementing solutions, troubleshooting user and platform issues, and coordinating with IT management and business stakeholders.
• The contractor will use JIRA to track user stories, support items, and enhancement requests.
• They will assess whether requests can be addressed using out-of-the-box Genesys Cloud functionality, communicate relevant release schedules when applicable, and work with IT management on customization needs.

Essential Job Functions:

• Support continuous enhancement requests, break-fix items, and general user support for the Genesys Cloud platform.
• Design, configure, and maintain Genesys Cloud Architect flows, including call flows, in-queue flows, menu flows, and related interaction routing logic.
• Design and develop bot flow to support automation, self-service, and customer experience improvements.
• Analyze business requirements and translate them into Genesys Cloud solutions.
• Support custom reporting for the data exported from Genesys Cloud to Enterprise data lake.
• Solution and support Genesys WEM capabilities.
• Determine whether requests can be fulfilled using out-of-the-box Genesys Cloud capabilities.
• Communicate Genesys Cloud release schedules and feature availability to requestors and stakeholders when applicable.
• For requests requiring customization, review options with IT management, including scope, effort, risks, dependencies, and implementation approach.
• Use JIRA to create, update, and manage user stories, enhancement requests, defects, and support tickets.
• Maintain a tracker of support and enhancement tickets, including priority, ownership, status, dependencies, and target dates.
• Provide regular status updates to business requestors and IT management.
• Configure and troubleshoot Genesys Cloud Data Actions.
• Support and troubleshoot REST API integrations with internal and external systems.
• Support integrations between Genesys Cloud and Salesforce.
• Support integrations between Genesys Cloud and SAP C4S.
• Troubleshoot and resolve general platform issues, configuration issues, routing issues, bot flow issues, integration issues, and user-reported problems.
• Coordinate with internal IT teams, business teams, and vendor support as needed.
• Document configurations, customizations, troubleshooting steps, and support procedures.
• Follow established IT change management, testing, and deployment processes.

Qualifications:

• Hands-on experience with Genesys Cloud CX development, configuration, and support.
• Strong experience with Genesys Cloud Architect flow design and configuration.
• Experience with bot flow design and development in Genesys Cloud.
• Familiarity with REST API integrations.
• Experience configuring and supporting Genesys Cloud Data Actions.
• Experience supporting Salesforce integration with Genesys Cloud.
• Experience supporting SAP C4S integration with Genesys Cloud.
• Ability to troubleshoot and resolve general Genesys Cloud issues and user-reported issues.
• Experience using JIRA to manage user stories, defects, enhancements, and support tickets.
• Ability to analyze enhancement requests and determine whether they require configuration, customization, or future platform functionality.
• Strong communication skills with the ability to provide updates to business users and IT management.
• Strong documentation and status reporting skills.
• Ability to work independently and manage multiple priorities.

How to Apply:
Interested candidates are encouraged to respond to this job posting or submit their updated resumes.
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About VARITE:
VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA.
VARITE is currently a primary and direct vendor to leading corporations in multiple industry verticals.

Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability status.