Genesys Cloud AMS Lead - On-Site

Parexel; British Columbia; Hybrid; CAD 91,000 - 100,000; Full time

Job summary

Randstad Canada is seeking an experienced Genesys Application Support Specialist to join the client’s Contact Center Technology & Operations team on-site in Canada. You will lead daily AMS operations, enhance delivery, and design complex call routing workflows for Genesys Cloud voice, IVR, chat, and digital channels.

You will also provide secondary oversight for Verint and NICE WFO platforms, drive root-cause analysis for production incidents, and mentor junior staff within a collaborative

Qualifications

• 5+ years of hands-on experience in contact center application support, development, and operational maintenance.
• Deep technical expertise in Genesys Cloud infrastructure, voice routing, IVR flow development, chat channels, and digital engagement features.
• Practical working knowledge of Verint and NICE workforce optimization, quality management, or speech analytics tools.
• Strong experience with ITIL processes (Incident, Problem, Change, Release) in production environments.

Responsibilities

• Lead day-to-day AMS operations, incident response, problem resolution, change requests, and release management.
• Design, build, and optimize interactive workflows, routing strategies, and authentication flows for Genesys platforms.
• Provide secondary technical oversight for Verint and NICE platforms and support reporting and analytics.
• Drive platform optimizations including IVR tuning, speech analytics, transcription accuracy, and agent tools.

Skills

Contact center experience

Genesys Cloud mastery

AMS operations leadership

Technical mentorship

Root-cause analysis

Tools

Genesys Cloud

Verint

NICE

ITIL processes

Job description

Randstad Canada is seeking an experienced Genesys Application Support Specialist to join the client’s Contact Center Technology & Operations team on-site in Canada. You will lead daily AMS operations, enhance delivery, and design complex call routing workflows for Genesys Cloud voice, IVR, chat, and digital channels.

You will also provide secondary oversight for Verint and NICE WFO platforms, drive root-cause analysis for production incidents, and mentor junior staff within a collaborative