MPIRE Technology Group is seeking multiple dynamic Genesys Cloud consultants to support our growing client base. This role will shape how our clients implement their customer experience, efficiency, and long-term support strategies. As a consultant, you will work directly with architects, technical teams and business leaders supporting their complex business needs providing clear concise Genesys Cloud solutions.
Responsibilities:
- Maintain expertise in Genesys products, AI innovations, cloud technologies and industry best practices.
- Work closely with Sales, Product Management, Professional Services, Customer Success, and Partners to develop winning strategies and solve complex customer challenges.
- Act as a trusted technical advisor to executives, stakeholders, and influencers by connecting customer needs to Genesys solutions and strategic outcomes.
- Lead discovery sessions, business value workshops, and stakeholder meetings to uncover business challenges, identify opportunities, and define measurable outcomes. Present findings and recommendations to both business and technical audiences.
Training customers in the following:
1. Genesys Cloud administration
2. User Provision and access control
3. Queue/Routing configuration
4. Contact Center
5. Workforce Management
6. Performance
7. Quality Assurance
8. Case Management
9. Best Practices
Genesys experience Required:
- Contact Center Administration
- Platform Configuration
- User and Role Management
- Routing and Queue Management
- Architect Call Flows
- Omnichannel Customer Engagement
- Reporting and Analytics
- Workforce Engagement Management (WEM)
- Operational Optimization
Requirements:
- 5+ years direct Genesys Cloud experience
- 2+ years providing technical training to teams and/or support staff
- Certification in Genesys Cloud
- Passion for technology, innovation, and helping customers solve complex business problems.
- Strong interpersonal, presentation, verbal, and written communication skills, with the ability to engage audiences ranging from technical practitioners to executive leadership.
- Experience facilitating workshops, discovery sessions, design-thinking engagements, or customer strategy discussions.
- Familiarity with AI, automation, conversational technologies, or customer experience platforms, with the ability to guide customers through evaluations, trials, and proof-of-concept initiatives.
Pay: $114,182.34 - $137,509.91 per year
Education:
Experience:
- genesys cloud: 5 years (Preferred)
- workforce engagement management: 1 year (Preferred)
- genesys cloud administration: 1 year (Preferred)
- genesys user provision: 1 year (Preferred)
- contact center: 1 year (Preferred)
- call center software: 1 year (Preferred)
- Working with students: 1 year (Preferred)
License/Certification:
Willingness to travel:
Work Location: Hybrid remote in Alexandria, VA 22314
