Digital Solutions Consultant – Genesys Cloud CX

Stefanini Brasil

. Administer and configure the Genesys Cloud CX platform, including users, queues, skills, telephony, wrap-up codes, and routing rules .

Posted 10/6/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in administering and configuring the Genesys Cloud CX platform, including developing interaction flows and integrating with enterprise systems. Proficient in utilizing APIs, troubleshooting platform issues, and implementing AI solutions to enhance customer service processes.

Highest-signal resume keywords

Genesys Cloud CX AdministrationAPI DevelopmentInteraction Flow DevelopmentWorkforce Management (WFM)Integration with Salesforce

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Genesys Cloud CXREST APIsJSONVoicebotsChatbotsAgent AssistTelephony FeaturesTroubleshootingAutomation SolutionsDigital Solutions

Soft Skills

Analytical SkillsBusiness AcumenCommunication SkillsCollaboration

Tools & Technologies

SalesforceServiceNowZendeskAzureCRMITSM

Industry Keywords

Workforce Engagement Management (WEM)RoutingQueuesSkillsOutbound Dialers

Tech Stack

Tools & technologies

AzureCloudITSMServiceNow

About the role

Key responsibilities & impact

Administer and configure the Genesys Cloud CX platform, including users, queues, skills, telephony, wrap-up codes, and routing rules
Develop, configure, and maintain voice and digital-channel interaction flows, including Chat, Email, and WhatsApp
Troubleshoot the platform using Flow History to analyze and identify issues
Configure and administer Workforce Management (WFM) features
Work with Speech Analytics to analyze and customize interactions
Develop and consume Genesys Cloud APIs according to project requirements
Integrate the platform with enterprise systems such as CRM, ITSM, Active Directory, Salesforce, ServiceNow, Zendesk, and Azure
Develop and work with REST APIs and JSON structures, processing and manipulating returned data
Gather and map requirements with business stakeholders
Translate business needs into flows and solutions within the Genesys platform
Implement AI features, Voicebots, Chatbots, and Agent Assist
Work with Workforce Engagement Management (WEM) solutions, including quality, monitoring, and workforce management features
Support the continuous evolution and improvement of digital solutions and customer-service processes

Requirements

What you’ll need

Bachelor’s degree completed or in progress
Hands-on experience with Genesys Cloud CX
Advanced knowledge of platform administration and configuration
Experience creating and maintaining complex interaction flows
Knowledge of routing, queues, skills, and telephony features
Experience troubleshooting and analyzing interactions on the platform
Knowledge of APIs, REST APIs, and JSON
Experience with or knowledge of integrations between Genesys and enterprise systems
Ability to gather and analyze requirements
Knowledge of automation and digital solutions
Strong analytical skills and business acumen
Excellent communication skills and ability to collaborate with different teams
Knowledge of Genesys Functions and Data Actions is a plus
Experience configuring outbound dialers, campaigns, and contact lists is a plus
Experience with Voicebots, Chatbots, Agent Assist, and AI solutions is a plus
Knowledge of WFM and WEM is a plus
Experience integrating with Salesforce, ServiceNow, Zendesk, or Azure is a plus
Knowledge of API development is a plus
English and/or Spanish is a plus

Benefits

Comp & perks

Meal voucher or food allowance
Discounts on courses, universities, and language institutions
Stefanini Academy — a platform offering free, up-to-date online courses with certificates
Mentoring
Benefits club offering discounts on consultations and medical tests
Health insurance
Dental insurance
Benefits and discounts club at leading establishments
Travel club
Pet insurance partnership