Remote Senior Genesys Architect & Omnichannel Lead

Forward Financing; Boston (MA); Hybrid; CAD 124,000 - 156,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible time-off policy

Paid parental leave

RRSP match

Wellness reimbursement

Volunteering days

Annual professional development budget

Charitable donation match

Job summary

Forward Financing, a fintech company, is seeking a seasoned Genesys Administrator/Architect to own and optimize our contact center platform. You will configure routing, IVR, and omnichannel workflows, integrating SMS, Voice, and Email for seamless operations across our teams.

You will work with Salesforce to co-develop features, troubleshoot advanced issues, and ensure long-term system health. This role demands strong communication with business stakeholders and a track record of delivering

Qualifications

• Extensive experience as a Genesys Administrator/Engineer/Architect, with Cloud CX preferred.
• Deep technical Expertise in Genesys: routing, IVR, omnichannel workflows and flow logic.
• Experience integrating Genesys with Salesforce and third-party tools.
• Strong troubleshooting, incident management, and SLA performance.
• Solid understanding of telecom concepts, WebRTC, provisioning, and carrier routing.

Responsibilities

• Act as a shared owner of the Genesys contact center platform and SME.
• Configure, manage, and optimize routing, IVR, and omnichannel workflows.
• Manage omnichannel setup integrating SMS, Voice, and Email.
• Design scalable solutions to improve customer and agent experiences.
• Collaborate with stakeholders to translate requirements into technical designs.

Skills

Genesys Administrator

Genesys Cloud CX

Omnichannel routing

IVR configuration

API integrations

Troubleshooting

Incident management

Salesforce Omnichannel

Salesforce Voice

WebRTC concepts

Tools

Genesys Platform

Salesforce Omnichannel

Salesforce Voice

Job description

Forward Financing, a fintech company, is seeking a seasoned Genesys Administrator/Architect to own and optimize our contact center platform. You will configure routing, IVR, and omnichannel workflows, integrating SMS, Voice, and Email for seamless operations across our teams.

You will work with Salesforce to co-develop features, troubleshoot advanced issues, and ensure long-term system health. This role demands strong communication with business stakeholders and a track record of delivering