We’re working with a leading Australian organisation seeking an experienced Genesys Cloud CX SME to support a major uplift of their enterprise contact-centre platform. This is a hands-on, developer-leaning role focused on stabilising, simplifying and enhancing their Genesys Cloud CX environment.
This is a 6-month contract with strong potential for extension, based in Sydney with hybrid working.
The Opportunity You’ll lead the technical delivery of key Genesys Cloud CX improvements, strengthen integrations with core internal systems, and introduce high-value CX features across voice, digital and outbound channels. The role combines architecture, development, optimisation and operational support, working closely with engineering and contact-centre teams.
What You’ll Be Doing
- Deliver reliable Genesys Cloud CX solutions across voice, digital and outbound
- Improve integrations via APIs, Data Actions, routing logic and eventing
- Implement new CX capabilities such as callbacks, dialler features and advanced flows
- Refine queue and routing governance, naming standards and skills/bullseye setups
- Produce runbooks, diagrams and integration documents
- Mentor engineers and uplift capability across CX and WIM teams
- Support end-to-end delivery, PVT, tuning, incident response and post-mortems
- Collaborate with vendors/MSPs and align technology roadmap
What You’ll Bring
- 8+ years’ hands-on experience with Genesys Cloud CX in production
- Certifications:
- Genesys Cloud CX Certified Professional
- Plus Developer or Contact Centre Admin
- Strong Architect experience across IVR, flows, chat, email, outbound campaigns and rule sets
- Expertise in routing and queue simplification (skills-based/bullseye)
- Strong integration and development capability:
- Data Actions, OAuth, external lookups
- Platform/Analytics/Recording APIs, Notifications API
- Experience with C#/.NET or Node/Python, REST, OAuth2/JWT
- Proven troubleshooting skills with Datadog, CloudWatch or similar
- Experience leading incident response and improving MTTR
- Strong communication and stakeholder engagement
Why This Role?
- Shape a major CX transformation in a modern Genesys Cloud environment
- High-impact work with strong executive backing
- Blend of architecture, development and optimisation
- Hybrid work, Sydney-based
- 6-month contract with strong chance of extension
