Contact Center Consultant

Veridic Solutions; United States; On-site; USD 110,000 - 190,000; Full time

Job summary

Veridic Solutions seeks a senior engineer with deep Genesys Cloud CX experience to design and implement contact center integrations and workflows. You will own architect flows, API connections, and bot capabilities, collaborating with cross-functional teams to deliver scalable solutions.

You will build dashboards, leverage AI/ML models, and work with Azure/AWS resources to improve KPIs while following ITIL practices and maintaining strong stakeholder communication.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in contact center engineering / CCaaS.
• Strong hands-on experience with Genesys Cloud CX architect flows and admin configuration.
• Experience designing API integrations (REST/JSON, OAuth 2.0) with Dynamics 365, ServiceNow, or similar.
• Experience building bots/virtual agents and tuning intents and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs and BI tools.
• AI/ML experience with LLMs, prompt engineering, RAG, and related frameworks.
• Familiarity with Azure and AWS cloud services (Functions, Logic Apps, Lambda, API Gateway).
• Working knowledge of SIP, WebRTC, codecs, PSTN concepts for voice issues.
• Understanding of contact center KPIs and how to influence them.
• Familiarity with ITIL and change management processes.
• Strong communication and ability to work with cross-functional teams.

Skills

Genesys Cloud CX

Architect flows

APIs integrations

OAuth 2.0

Bots / virtual agents

BI tools

AI/ML with LLMs

Cloud platforms

Azure/AWS basics

Voice tech troubleshooting

KPIs design

ITIL familiarity

Communication skills

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

Power BI

Tableau

Azure OpenAI / Azure AI Foundry

OpenAI

LangChain

Semantic Kernel

Azure Functions

Logic Apps

Key Vault

API Management

AWS Lambda

S3

API Gateway

SIP

WebRTC

Job description

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
• Working knowledge of SIP, WebRTC, Clients, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively.
• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.