Contact Center Solution Integrator (Genesys)

At Mitel you will have the opportunity to help businesses connect collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes skills and experience.

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Overview:

We are looking for a Contact Center Solution Integrator with strong hands-on experience in Genesys Cloud to design implement and integrate modern customer experience solutions.
This role focuses on transforming complex designs into production-ready environments with particular emphasis on Genesys Cloud implementations integrations and AI Experience capabilities.

Responsibilities

• Lead technical discovery workshops and translate business requirements into scalable solution designs
• Implement configure and integrate Genesys Cloud end-to-end including voice digital routing reporting and automation components
• Design and deploy Genesys Cloud AI Experience capabilities such as Virtual Agents Digital Bots AI Guides AI Scoring and conversational automation
• Build conversational journeys for voice and messaging channels using modern CX and automation practices
• Integrate Genesys Cloud with CRMs backend systems APIs web services and databases
• Support hybrid environments combining legacy/on-prem platforms with CCaaS solutions
• Execute integration testing UAT support and production cutovers
• Produce clear technical and operational documentation

Requirements

• Bachelors degree in Computer Science Engineering Systems Analysis or related field
• Strong practical experience implementing Genesys Cloud solutions in customer environments
• Proven experience with call flow design scripting routing and integrations in Genesys Cloud
• Hands-on knowledge of Genesys Cloud AI Experience features such as:
  • Virtual Agent / Digital Bot
  • AI Guides and automation flows
  • AI Scoring and analytics-driven optimization
  • Speech text and conversational intelligence capabilities
• Experience integrating CX platforms with APIs (REST/JSON SOAP/XML) CRMs and databases (SQL)
• Familiarity with speech technologies (TTS ASR NLP) and AI ecosystems
• Experience collaborating with UX/CX teams in discovery and design phases
• Strong communication documentation and organization skills
• Advanced English

• Nice to have

• Experience with Genesys Cloud Workforce Management (WFM)
• Experience with Genesys Cloud Quality Management / Quality Monitoring
• Experience with Genesys Cloud Speech & Text Analytics
• Exposure to broader CX analytics optimization or workforce engagement tools

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us for our customers and for our future. We value different perspectives skills and experiences and welcome applications from all sections of the community.