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Genesys Cloud Consultant

Job

W3Global Inc

Monterey, CA (In Person)

Full-Time

Posted 2 weeks ago (Updated 6 days ago) • Actively hiring

Expires 6/29/2026

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Job Description

Key Responsibilities Support Genesys Cloud technology for client in Mexico and USA. Expertise in Contact Center as a Service, omnichannel capabilities, voice architecture, and integrations. Advanced knowledge of SIP, WebRTC, PSTN, and Bring Your Own Carrier Cloud. Handle ITIL processes (RFC, Service Requests, Move to Support). Reactive & proactive support: monitoring, health checks, DR tests. Vendor management for Genesys partners.
Service delivery:
ticket management, SLA reporting. Participate in international projects, coordinate with PMs and internal teams. Automation & scripting using Genesys Cloud APIs and data actions. Collaborate with CRM Dynamics, networking, security, and IT operations teams. Use tools like ServiceNow, monitoring platforms (Checkmk, CACTI), Jira, Confluence. Experience & Certifications 4+ years in similar roles. Genesys Cloud Certified Professional (mandatory). Additional certifications in Azure, AWS, or Networking are a plus. Education & Skills Bachelor's or Master's in relevant field. Strong communication, analytical, and project management skills. Experience in cloud migration for contact center technology. Ability to work in agile environments and manage flexible schedules. #MXW3G