Senior Consultant, Genesys Cloud CX

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital is a leading global systems integrator focused on customer experience (CX) technology and transformation. We partner with clients to design, build, and optimize contact center solutions using platforms such as Genesys Cloud CX, combining deep technical expertise with strong business and delivery discipline. We consult with our clients to understand their business outcomes and recommend Genesys Cloud solutions to meet those needs.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and support analysts, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.

As a Genesys Cloud Senior Consultant, you will work as part of a cross-functional delivery team to implement and enhance Genesys Cloud CX solutions. You will engage with clients to understand business requirements, translate those needs into functional and technical designs, and configure or build solutions that meet defined success criteria. This role is ideal for professionals who are comfortable operating across functional and technical domains and enjoy working in a consulting, project-based environment.

What you will be doing:

Collaborate with clients and internal stakeholders to gather, clarify, and document business and functional requirements.
Support the definition of success criteria, use cases, and acceptance requirements.
Facilitate or participate in discovery workshops, solution walkthroughs, and design reviews.
Translate business objectives into Genesys Cloud capabilities and solution designs.
Contribute to solution architecture decisions aligned with best practices and project scope.
Design and configure Genesys Cloud capabilities such as:
Voice and Digital Architect Flows
Outbound Dialer, Reporting and WEM solutions
Configure across the Genesys Cloud solution items such as Telephony, Data Tables, Queues, Policies, Users
Configure and validate integrations, APIs, or data exchanges (SSO) as required by the solution.
AI solutions such as CoPilot, Knowledge surfacing
Perform unit testing and support system and user acceptance testing (UAT)
Facilitate knowledge transfer solutions with our clients on the solution.
Develop detailed cutover plans to prepare the solution for production use.
Support go-live activities, production cutovers, and post-launch stabilization.
Troubleshoot and resolve configuration or integration issues during implementation.
Works on multiple projects concurrently, managing priorities and deliverables across active client engagements.
Contributes to the continuous improvement of project delivery by establishing or improving standards, templates, and delivery methodologies.

What skills and experience you bring:

3+ years’ experience working with Genesys Cloud CX in a delivery or consulting capacity.
Strong understanding of contact center operations and customer experience concepts.
Ability to bridge business requirements and technical implementation.
Experience participating in client-facing project delivery.
Strong written and verbal communication skills.
Proven ability to work effectively as part of cross‑functional project teams, collaborating with peers, project managers, architects, and client stakeholders to achieve shared delivery goals.
Demonstrated ability to estimate effort accurately, plan work effectively, and manage time across multiple project tasks to meet billable utilization and delivery targets.
Genesys Cloud certification is strongly preferred; equivalent hands-on Genesys Cloud implementation experience will be considered.
Detail-oriented with a focus on quality and client outcomes.
Manages assigned work within defined project scope, identifying and communicating scope changes or risks as they arise.
Adaptable to changing project needs and client environments.
Collaborative mindset with a strong sense of ownership.

#LI-BN1

Details

Location

Bogotá, Bogota, Colombia

Experience

Min. 3 years

What you will be doing:

Collaborate with clients and internal stakeholders to gather, clarify, and document business and functional requirements.
Support the definition of success criteria, use cases, and acceptance requirements.
Facilitate or participate in discovery workshops, solution walkthroughs, and design reviews.
Translate business objectives into Genesys Cloud capabilities and solution designs.
Contribute to solution architecture decisions aligned with best practices and project scope.
Design and configure Genesys Cloud capabilities such as:
Voice and Digital Architect Flows
Outbound Dialer, Reporting and WEM solutions
Configure across the Genesys Cloud solution items such as Telephony, Data Tables, Queues, Policies, Users
Configure and validate integrations, APIs, or data exchanges (SSO) as required by the solution.
AI solutions such as CoPilot, Knowledge surfacing
Perform unit testing and support system and user acceptance testing (UAT)
Facilitate knowledge transfer solutions with our clients on the solution.
Develop detailed cutover plans to prepare the solution for production use.
Support go-live activities, production cutovers, and post-launch stabilization.
Troubleshoot and resolve configuration or integration issues during implementation.
Works on multiple projects concurrently, managing priorities and deliverables across active client engagements.
Contributes to the continuous improvement of project delivery by establishing or improving standards, templates, and delivery methodologies.

What skills and experience you bring:

3+ years’ experience working with Genesys Cloud CX in a delivery or consulting capacity.
Strong understanding of contact center operations and customer experience concepts.
Ability to bridge business requirements and technical implementation.
Experience participating in client-facing project delivery.
Strong written and verbal communication skills.
Proven ability to work effectively as part of cross‑functional project teams, collaborating with peers, project managers, architects, and client stakeholders to achieve shared delivery goals.
Demonstrated ability to estimate effort accurately, plan work effectively, and manage time across multiple project tasks to meet billable utilization and delivery targets.
Genesys Cloud certification is strongly preferred; equivalent hands-on Genesys Cloud implementation experience will be considered.
Detail-oriented with a focus on quality and client outcomes.
Manages assigned work within defined project scope, identifying and communicating scope changes or risks as they arise.
Adaptable to changing project needs and client environments.
Collaborative mindset with a strong sense of ownership.

#LI-BN1