Key Responsibilities:

Manage end-to-end implementation projects for Amazon Connect and/or Genesys Cloud/Engage platforms.
Gather business and technical requirements and translate them into scalable and efficient contact center solutions.
Oversee the development of IVR/IVA call flows, routing logic, queue management, and backend integrations.
Work with internal teams (CX, IT, DevOps, Security) and external vendors to deliver robust solutions.
Ensure smooth integration of contact center platforms with CRMs, workforce management systems, and analytics tools.
Lead sprint planning, backlog grooming, and status reporting using Agile or hybrid methodologies.
Monitor KPIs and performance metrics post-launch, identifying areas for improvement.
Maintain documentation for project scope, technical architecture, process flows, and end-user guides.
Manage change control, risk assessment, and escalation processes throughout the project lifecycle.

Required Qualifications:

Technical Skills:

3--7 years of experience in technical project management, specifically in cloud-based contact center platforms.
Proven experience with Amazon Connect and Genesys Cloud CX or Genesys Engage (on-prem or hybrid).
Hands-on knowledge of:
AWS services (Lambda, Lex, S3, DynamoDB, IAM, etc.)
Genesys routing strategies, Architect workflows, integrations (REST APIs, webhooks, SIP, etc.)
CRM integrations (Salesforce, Zendesk, etc.)
Real-time reporting and analytics (Genesys Pulse, Amazon Connect Contact Lens, etc.)
Familiarity with voice and chatbots, NLP, and AI-enhanced contact center features.

Project Management Skills:

Strong understanding of Agile, Scrum, and traditional PM methodologies.
Experience managing multiple cross-functional teams and vendors across time zones.
Excellent stakeholder communication, negotiation, and conflict resolution skills.
Proficient with PM tools such as Jira, Confluence, MS Project, Trello, or similar.

Glansa Associates

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