Genesys Cloud Consultant
Confirmed on the employer's own hiring board on Nov 4, 2026. First seen by Alion on Nov 3, 2026.
About the role
We are building a Genesys Cloud practice within our Service Management Platforms division, alongside platforms such as ServiceNow, Atlassian, Xurrent, Nexthink and ControlUp. We are looking for a Genesys Cloud Consultant to configure and administer the platform, turn client needs into working solutions, and build the integrations that connect Genesys with the rest of our portfolio, creating real differentiators for our service offerings.
This is a hands-on role that blends functional consulting with practical technical skills. Telecom carrier contracts and network infrastructure sit outside this role. You will own the Genesys Cloud configuration and the solution design built on top of it.
Key Responsibilities
Consulting and configuration
- Run requirement workshops with clients and turn business needs into Genesys Cloud designs
- Configure queues, skills, routing, users, roles and permissions, wrap-up codes and schedules
- Build and maintain Architect flows for voice (IVR), digital channels (web messaging, email, WhatsApp) and in-queue experiences
- Set up outbound campaigns, agent scripts and basic quality management
- Build dashboards and reports for contact center supervisors and managers
- Support onboarding of new Genesys Cloud organizations and initial setup
- Provide second- and third-line support for configuration issues and change requests
- Write solution documentation, configuration guides and handover material
Integration and technical delivery
Configure and support the Genesys Cloud integrations with service management platforms, including the Unified Experience connector, OAuth setup, queue and presence mappings, and screen pop or case creation scenarios
Build data actions in Architect to read and write data from external systems via REST APIs
Use Genesys Cloud APIs and the AppFoundry marketplace to extend the platform
Work with our platform implementation teams and CoEs to design end-to-end solutions
Contribute to reusable assets: flow templates, integration patterns and accelerators for our offering
- At least 1 year of experience in contact center technology, indeally hands-on with Genesys Cloud CX
- Practical experience configuring routing, queues, Architect flows and user management in Genesys Cloud
- Understanding of how a contact center operates: ACD, IVR, SLAs, service levels, agent states, workforce basics
- Working knowledge of REST APIs, JSON and OAuth, enough to build and troubleshoot data actions and integrations
- Basic voice and telephony awareness (SIP, BYOC vs Genesys Cloud Voice, Edge concepts), enough to diagnose where an issue sits
- Comfortable in client-facing workshops and able to explain technical topics to non-technical people
- Fluent English, spoken and written
Nice to have
- Genesys Cloud CX: Professional Certification
- Genesys Cloud CX: Developer Certification
- Exposure to ServiceNow or other Service Management Platforms
- Experience with Genesys bots, virtual agents or AI features
- Experience with workforce engagement modules (WFM, quality, speech analytics)
- Scripting in JavaScript or Python
- ITIL Foundation
Very nice to have
- Additional languages (Italian)
This job description outlines the general nature and level of work performed by employees within this classification and is not intended to be a comprehensive inventory of all duties and responsibilities. Additionally, the responsibility to possess the necessary employment documents for this country rests with the candidate.
What we offer
You will find here not only an environment where you can do meaningful work and feel supported, but also a benefits package designed to foster your growth and wellbeing:
- Soft skills and technical training for current and emerging products and technologies;
- Mentoring programs that connect you with mentors from around the world;
- Employee Assistance Programs to support your wellbeing, both personally and professionally;
- Career development opportunities to grow within the team;
- Special referral bonuses for recommending friends;
- A friendly team eager to welcome you;
About us
Stefanini is a Brazilian multinational company with 39 years of experience and presence in 41 countries. With more than 35,000 employees, we co-create solutions for a better future, driving digital transformation with a focus on real results.
We operate in an integrated way through 7 specialized business units: Consulting (Technology and Business Agility), Analytics & AI, Banking & Payments, Cybersecurity, Manufacturing 4.0, and Digital Marketing. We are a group that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
If you are looking for a place to develop, innovate, and be part of something bigger, then Stefanini is your place.
Our commitment to inclusion and fairness
At Stefanini, we are fostering a workplace where it is safe to express oneself and everyone is treated with dignity, respect, and fairness. We welcome people of all backgrounds, regardless of race, ethnicity, color, nationality, gender, gender identity or expression, sexual orientation, age, religion, belief and disability.
Every individual is encouraged to be their authentic self, as diverse perspectives strengthen our teams, drive innovation, and contribute to our success.
Our recruitment process is designed to be fair, consistent, and inclusive. We act in a transparent and fair manner in our employment practices, ensuring that all employees receive equitable compensation for their contributions, regardless of their background.
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!
- At least 1 year of experience in contact center technology, indeally hands-on with Genesys Cloud CX
- Practical experience configuring routing, queues, Architect flows and user management in Genesys Cloud
- Understanding of how a contact center operates: ACD, IVR, SLAs, service levels, agent states, workforce basics
- Working knowledge of REST APIs, JSON and OAuth, enough to build and troubleshoot data actions and integrations
- Basic voice and telephony awareness (SIP, BYOC vs Genesys Cloud Voice, Edge concepts), enough to diagnose where an issue sits
- Comfortable in client-facing workshops and able to explain technical topics to non-technical people
- Fluent English, spoken and written
Nice to have
- Genesys Cloud CX: Professional Certification
- Genesys Cloud CX: Developer Certification
- Exposure to ServiceNow or other Service Management Platforms
- Experience with Genesys bots, virtual agents or AI features
- Experience with workforce engagement modules (WFM, quality, speech analytics)
- Scripting in JavaScript or Python
- ITIL Foundation
Very nice to have
- Additional languages (Italian)
This job description outlines the general nature and level of work performed by employees within this classification and is not intended to be a comprehensive inventory of all duties and responsibilities. Additionally, the responsibility to possess the necessary employment documents for this country rests with the candidate.
What we offer
You will find here not only an environment where you can do meaningful work and feel supported, but also a benefits package designed to foster your growth and wellbeing:
- Soft skills and technical training for current and emerging products and technologies;
- Mentoring programs that connect you with mentors from around the world;
- Employee Assistance Programs to support your wellbeing, both personally and professionally;
- Career development opportunities to grow within the team;
- Special referral bonuses for recommending friends;
- A friendly team eager to welcome you;
About us
Stefanini is a Brazilian multinational company with 39 years of experience and presence in 41 countries. With more than 35,000 employees, we co-create solutions for a better future, driving digital transformation with a focus on real results.
We operate in an integrated way through 7 specialized business units: Consulting (Technology and Business Agility), Analytics & AI, Banking & Payments, Cybersecurity, Manufacturing 4.0, and Digital Marketing. We are a group that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
If you are looking for a place to develop, innovate, and be part of something bigger, then Stefanini is your place.
Our commitment to inclusion and fairness
At Stefanini, we are fostering a workplace where it is safe to express oneself and everyone is treated with dignity, respect, and fairness. We welcome people of all backgrounds, regardless of race, ethnicity, color, nationality, gender, gender identity or expression, sexual orientation, age, religion, belief and disability.
Every individual is encouraged to be their authentic self, as diverse perspectives strengthen our teams, drive innovation, and contribute to our success.
Our recruitment process is designed to be fair, consistent, and inclusive. We act in a transparent and fair manner in our employment practices, ensuring that all employees receive equitable compensation for their contributions, regardless of their background.
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!