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Genesys CX Enablement & Strategy Architect

US-Remote

Job ID

2026-13722

# of Openings

Overview

LMI is seeking a Lead Genesys CX Enablement & Strategy Architect to support the Department of Veterans Affairs (VA) enterprise deployment of the Genesys Cloud Customer Experience (CX) solution across 65+ contact centers serving more than 11,000 employees. This role blends contact center platform expertise with strategy and advisory capabilities. The position is remote. The Lead Genesys CX Enablement & Strategy Architect serves as both the functional authority for platform enablement and a strategic advisor to VA leadership. The role ensures training and adoption approaches align to system configurations across deployments while facilitating executive workshops and supporting data-driven experience strategy initiatives. Remote work is acceptable with flexibility to go into the office based on client's request.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Responsibilities

Lead role-based curriculum strategy for Agents, Supervisors, Workforce Managers, and Quality Analysts.

Ensure curriculum aligns to production configurations across deployment waves.
Provide instruction on dashboard configuration and performance analytics capabilities.
Support train-the-trainer sessions to build internal VA instructional capacity.
Support post-go-live stabilization activities including targeted microlearning interventions.
Advise on feature enablement including omnichannel, CRM integration, AI-enabled tools, and automation capabilities.
Identify, gather, and analyze quantitative and qualitative data to inform adoption strategy.
Facilitate executive workshops including maturity model assessments and operating model alignment sessions.
Analyze operational metrics such as AHT, FCR, ACW, and adherence to assess adoption maturity.
Collaborate with cross-functional teams to align strategy and execution.
Serve as escalation point for complex enablement and adoption issues.

Qualifications

Required

Bachelor's Degree in related field or equivalent experience.
7+ years of experience in contact center modernization, strategy consulting, or enterprise enablement.
3+ years hands-on experience with Genesys Cloud CX or comparable platform.
Experience facilitating executive workshops and client-facing sessions.
Strong data analysis skills and ability to interpret operational performance metrics.
Excellent written and verbal communication skills.

Preferred

Experience supporting Veterans Affairs (VA) or other federal agencies.
Experience with CX strategy development.
Experience conducting maturity assessments or operating model transformation workshops.
Experience supporting omnichannel engagement, CRM integrations, and AI-enabled service delivery.
Experience with Power BI or similar analytics tools.
Certification in Human-Centered Design or Change Management.

Target Salary Range: $175,000 - 225,000

Disclaimer: The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

#LI-SH1

Applicants must meet eligibility requirements for a U.S. Government security clearance. Only US Citizens are eligible for a security clearance. For this position, LMI will only consider applicants with security clearances or applicants who are eligible for security clearances, due to the nature of the work.

LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact accommodations@lmi.org

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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","shortDescription","

Location: Addison Texas - Look for local candidates only

Video Interview

Job Description

Must have skills:

Genesys Cloud CX/PureCloud, IVR, NICE, Siebel CRM, Genesys on-premise/cloud development, IVR scripting, routing, reporting, API/SDK integrations, call recording, cloud security, Java/Python/JavaScript, contact center network topology, Agile, design documentation.

10+ years of development and Implementation experience with Genesys contact center solutions On-premise and Cloud;
Configure and troubleshoot Genesys software and hardware components
Integrate Genesys with Third-party applications and Systems
Strong experience with Genesys Framework including IVR development /Scripting,Routing Strategy and Reporting
Working experience on Major Genesys and NICE platform upgrades
Utilize Genesys cloud APIs,SDKs and tools to build integrations and extensions
Experience with Genesys products (PureCloud, PureEngage,PureConnect)
Experience with call recording platforms (NICE, Genesys IR)
Experience with Genesys Cloud APIs,SDKs and development tools
Knowledge on Genesys Cloud security features
Proficiency with programming languages (Java,Python,JavaScript)
Excellent problem solving skills
Strong and confident knowledge in Contact Center network topology
Coordinate with other tech partners like Avaya, network partners and product vendors
Knowledge in Siebel CRM Application Integration
Familiar with Agile methodologies and related process.
Ability to arrange and write Design Documents.
","Role: Genesys Developer

Location: Addison Texas - Look for local candidates only

Video Interview

Job Description

We are looking for a highly skilled and proactive Lead Infrastructure Engineer to join our Contact Center Infrastructure Engineering team. This role is critical to the success of our contact center operations, enabling seamless customer interactions across voice and digital channels. You will be responsible for the architecture, deployment, and ongoing support of our Genesys Cloud CX platform, ensuring it meets business requirements for performance, scalability, and reliability.

You'll work closely with cross-functional teams, including IT, Customer Experience, Network Engineering, and Business Operations, to deliver innovative solutions that enhance customer engagement and operational efficiency.

Key Responsibilities:

Platform Engineering & Support:

Design, implement, and maintain Genesys Cloud CX solutions, including call routing, call recording, Architect, Integrations, Analytics, IVR/IVA, and knowledgeable on digital channels.

Manage integrations with third-party systems such as CRMs (Salesforce, Dynamics), workforce management tools, and analytics platforms.

Monitor system health and performance using Genesys Cloud tools and third-party observability platforms, e.g. Genesys Cloud Monitoring, Nexthink, etc.

Configure and optimize Genesys Architect workflows, queues, and routing strategies.

Troubleshoot and resolve incidents, ensuring minimal disruption to contact center operations.

Familiarity with TAO (Total Access Orchestration), Equinix, and SIP trunking.

Collaboration & Stakeholder Engagement:

Partner with business stakeholders to gather requirements and translate them into technical solutions.

Work with vendors and Genesys support to resolve complex issues and implement new features.

Provide technical guidance and training to internal teams, including support staff and business users.

Participating in Agile sessions and contributing to sprint planning and retrospectives

Security & Compliance:

Implement and maintain security policies, user roles, and access controls within Genesys Cloud.

Ensure compliance with data protection regulations (e.g., GDPR, HIPAA, PII) and internal governance standards.

Conduct regular audits and reviews of system configurations and user activity.

Innovation & Continuous Improvement:

Stay current with Genesys Cloud updates, new features, and industry best practices.

Identify opportunities to automate processes and improve system efficiency.

Contribute to the development of internal documentation, runbooks, and knowledge base articles.

Essential Business Experience and Technical Skills:

Required:

Bachelor's degree in computer science, Information Technology, or related System Engineering field (or equivalent experience).

Minimum of 3-5 years of extensive experience with Genesys Cloud CX (formerly PureCloud) and/or contact center technologies, including VoIP, SIP, WebRTC, IVR, IVA, and omnichannel routing.

Extensive experience with Genesys Architect, Integrations, Interaction Routing, and/or Reporting tools. e.g., A3S (Elastic), Snowflake, Qlik Sense, etc.

Familiarity with REST APIs, webhooks, and/or integration frameworks.

Excellent analytical, troubleshooting, and communication skills.

Ability to work independently and collaboratively in a fast-paced environment.

Preferred:

Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Professional)

Experience with scripting languages (Python, JavaScript) and automation tools (Terraform, Ansible).

Knowledge of cloud platforms such as AWS, Azure, or GCP.

Experience with workforce management (WFM), quality assurance (QA), and analytics tools. e.g., NICE IEX, Intradiem, Thrive.

Familiarity with Agile methodologies, DevOps practices, and tools such as Azure DeVOps (Azdo).

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.
","Role Value Proposition:

We are looking for a highly skilled and proactive Lead Infrastructure Engineer to join our Contact Center Infrastr...","Lead Genesys Cloud Engineer",[105],["B","3523699897"],"Work at MetLife","/jobs/3523699897-lead-genesys-cloud-engineer","Cary, NC, United States","/jobs?keyword=MetLife","/jobs?location=Cary%2C+NC%2C+United+States","/jobs?keyword=Lead+Genesys+Cloud+Engineer",{"_65":66,"_67":106,"_69":107,"_70":108,"_90":109},"Cary","Cary, NC, United States, 27518","NC","27518",["D",1777266000000],"Tata Consultancy Services","Sr BSA with Genesys Contact Centre

Business Analysis & Requirements Management
• Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform.
• Translate business needs into clear and comprehensive business and technical requirements, including user stories, process flows, functional specifications, and acceptance criteria.
• Recommend industry best practices, standards, and solution approaches aligned with Genesys Cloud capabilities and banking requirements.
• Perform impact analysis and provide high-level cost, effort, and risk estimates for proposed solutions.

Genesys Cloud CX Support & Administration
• Provide application support and administration for the Genesys Cloud CX platform in a multi-cultural, enterprise environment.
• Deliver excellent customer service by resolving incidents, service requests, and inquiries related to Genesys Cloud CX.
• Manage and resolve tickets and production incidents, including high-priority and critical issues, in collaboration with cross-functional teams.
• Utilize strong analytical and troubleshooting skills to diagnose system issues and support operational stability.
• Create, update, and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal teams and end users.

Project Ownership & Delivery
• Own initiatives from initial request through design, development, testing, and production deployment.
• Ensure delivery is aligned with agreed timelines, scope, quality standards, and business priorities.
• Collaborate closely with development, testing, architecture, and operations teams to ensure successful implementation.
• Provide clear, proactive, and consistent communication to managers, stakeholders, and cross-functional teams.

Genesys Cloud CX Functional Expertise
• Support the design, enhancement, and optimization of contact center solutions, including call flows, IVR/IVA flows, and bot workflows.
• Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Quality Management, Speech & Text Analytics, and other CX optimization tools.
• Ensure routing strategies, reporting, analytics, and customer interaction designs align with enterprise customer experience goals and regulatory expectations.

Agile Delivery & Work Management
• Work within Agile delivery teams to define, refine, and manage epics, features, and user stories.
• Use Agile tools such as Azure DevOps (ADO) or equivalent platforms to track work, manage documentation, and ensure transparency.
• Actively participate in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, and retrospectives.
>
________________________________________

Required Qualifications
• 10+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• 2+ years of hands-on experience supporting Genesys Cloud CX in an enterprise environment.
• Strong experience gathering, documenting, and managing business and technical requirements end-to-end.
• Proven experience working in Agile environments with expertise in user story creation and backlog management.
• Excellent English communication skills, with strong problem-solving and analytical capabilities.
• Strong documentation, facilitation, organizational, and stakeholder management skills.
• Ability to manage multiple initiatives concurrently with attention to detail and quality.

________________________________________

Preferred Qualifications
• Experience in the banking or financial services industry, including exposure to regulatory and compliance-driven environments.
• Experience with Genesys add-on modules such as WEM, Speech & Text Analytics, Quality Management, or Compliance tools.
• Prior experience working with contact center operations teams and a solid understanding of call center KPIs, workflows, and optimization strategies.

Salary Range- $100,000-$120,000 a year
","Sr BSA with Genesys Contact Centre

Business Analysis & Requirements Management
• Engage with business stakeholders to understand objec...","Sr BSA with Genesys Contact Centre",[123],["B","3523552948"],"Work at Tata Consultancy Services","/jobs/3523552948-sr-bsa-with-genesys-contact-centre","Phoenix, AZ, United States","/jobs?keyword=Tata+Consultancy+Services","/jobs?location=Phoenix%2C+AZ%2C+United+States","/jobs?keyword=Sr+BSA+with+Genesys+Contact+Centre",{"_65":66,"_67":124,"_69":125,"_70":126,"_90":127},"Phoenix","Phoenix, AZ, United States, 85003","AZ","85003",["D",1777266000000],"Diverse Lynx","Sr BSA with Genesys Contact Center
ONSITE- Phoenix AZ
60to 70/hr

Descriptions:
\"Business Analysis & Requirements Management
• Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform.
• Translate business needs into clear and comprehensive business and technical requirements, including user stories, process flows, functional specifications, and acceptance criteria.
• Recommend industry best practices, standards, and solution approaches aligned with Genesys Cloud capabilities and banking requirements.
• Perform impact analysis and provide high-level cost, effort, and risk estimates for proposed solutions.
Genesys Cloud CX Support & Administration
• Provide application support and administration for the Genesys Cloud CX platform in a multi-cultural, enterprise environment.
• Deliver excellent customer service by resolving incidents, service requests, and inquiries related to Genesys Cloud CX.
• Manage and resolve tickets and production incidents, including high-priority and critical issues, in collaboration with cross-functional teams.
• Utilize strong analytical and troubleshooting skills to diagnose system issues and support operational stability.
• Create, update, and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal teams and end users.
Project Ownership & Delivery
• Own initiatives from initial request through design, development, testing, and production deployment.
• Ensure delivery is aligned with agreed timelines, scope, quality standards, and business priorities.
• Collaborate closely with development, testing, architecture, and operations teams to ensure successful implementation.
• Provide clear, proactive, and consistent communication to managers, stakeholders, and cross-functional teams.
Genesys Cloud CX Functional Expertise
• Support the design, enhancement, and optimization of contact center solutions, including call flows, IVR/IVA flows, and bot workflows.
• Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Quality Management, Speech & Text Analytics, and other CX optimization tools.
• Ensure routing strategies, reporting, analytics, and customer interaction designs align with enterprise customer experience goals and regulatory expectations.
Agile Delivery & Work Management
• Work within Agile delivery teams to define, refine, and manage epics, features, and user stories.
• Use Agile tools such as Azure DevOps (ADO) or equivalent platforms to track work, manage documentation, and ensure transparency.
• ctively participate in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, and retrospectives.\"
\"Required Qualifications
• 10+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• 2+ years of hands-on experience supporting Genesys Cloud CX in an enterprise environment.
• Strong experience gathering, documenting, and managing business and technical requirements end-to-end.
• Proven experience working in Agile environments with expertise in user story creation and backlog management.
• Excellent English communication skills, with strong problem-solving and analytical capabilities.
• Strong documentation, facilitation, organizational, and stakeholder management skills.
• bility to manage multiple initiatives concurrently with attention to detail and quality.\"

Thanks & Regards
Navneet Sachan
201-534-6378
732 452 1006 Ext- 287
Navneet.sachan@diverselynx.com

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
","Sr BSA with Genesys Contact Center
ONSITE- Phoenix AZ
60to 70/hr

Descriptions:
\"Business Analysis & Requirements ManagementEvery career with Hearst Television is like a story. How it develops, where it takes you, the milestones you reach along the way – you’ve got a lot to look forward to as your unique career story unfolds. Hearst Television, a subsidiary of Hearst, owns and operates local television and radio stations serving nearly three dozen U.S. cities, reaching 24 million U.S. television households. Through its partnership with nearly all major networks, Hearst Television distributes national content across more than 120 video channels, including programming from ABC, NBC, CBS, CW, MY Net, MeTV, This TV, Estrella, and more. Hearst Television is recognized as one of the industry's premier companies. It has been honored with numerous awards for distinguished journalism and industry innovation, including the Walter Cronkite Award for political journalism, the national Edward R. Murrow Award, the DuPont-Columbia Award, and the George Foster Peabody Award.

","New York, NY","coloredLogo","logoAttachment","Hearst.png","thumbnail","thumbnailAttachment","Hearst_TV_Careers.png","hexCode","#2D75B9","headline","National multimedia company reaching 24 million households","https://production-rails-default.s3.amazonaws.com/uploads/company/logo_attachment/1072/Hearst.png","/companies/hearst-television","https://production-rails-default.s3.amazonaws.com/uploads/company/thumbnail_attachment/1072/Hearst_TV_Careers.png",["B","3523376112"],["D",1777280400000],"indexedAt","Sr BSA With Genesys Contact Center

Business Analysis & Requirements Management Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform. Translate business needs into clear and comprehensive business and technical requirements...
","descriptionText","Sr BSA with Genesys Contact Center Diverse Lynx Sr BSA With Genesys Contact Center Business Analysis & Requirements Management Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform. Translate business needs into clear and comprehensive business and technical requirements...","Sr BSA With Genesys Contact Center

Business Analysis & Requirements Management Engage with business stakeholders to understand objectives,...",[190],"salaryMin","salaryMax","salaryDescription","url","https://us.thebigjobsite.com/redirectfeedjob?jobid=CD15D80EE39379E10A477FAF650736E9&source=mediabistroxmlus&utm_source=mediabistroxmlus&jobSiteKey=64614A6CB31A5363220396D918BB3C32","companyDescription","companyWebsite","isManualPosted","costPerClick",0.15,"/jobs/3523376112-sr-bsa-with-genesys-contact-center","fullUrl","https://www.mediabistro.com/jobs/3523376112-sr-bsa-with-genesys-contact-center","strippedDescription","Sr BSA With Genesys Contact CenterBusiness Analysis & Requirements Management Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform. 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