General Dynamics Information Technology
Genesys Cloud Architect SME
General Dynamics Information Technology, Myrtle Point, Oregon, United States, 97458
Overview
Seize your opportunity to make a personal impact as a Genesys Cloud Architect Subject Matter Expert (SME) supporting the United States Postal Service. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. GDIT is seeking a highly skilled and detail-oriented Genesys Cloud Architect SME to advise the optimization, configuration, and strategic deployment of Genesys Cloud capabilities across an enterprise customer care center operation. This role is critical to ensuring the platform supports high-quality customer experiences, efficient workforce management, and scalable automation. It will play a key role in configuring, testing, and advising on platform capabilities that drive performance, automation, and customer experience across our care center operations. What you’ll do / Responsibilities
Serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across: Workforce Management (WFM):
Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments Interactive Voice Response (IVR):
Call flow design, routing logic, and self-service enhancements/optimizations Genesys Bots:
Configuration, training, and performance tuning of AI-driven virtual agents Auto Quality:
Configuration, deployment, and refinement of automated interaction scoring and quality assurance workflows Callbacks:
Setup and management of callback queues, timing thresholds, and customer experience parameters Accounts:
Best practice for account creation, termination, skilling and queues Collaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurations Advise on platform limits, licensing thresholds, and performance monitoring Monitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiency Troubleshoot issues and support root cause analysis for Genesys-related incidents Document configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updates Stay current on Genesys Cloud releases, roadmap developments, and emerging capabilities What you’ll need to succeed
Education : Bachelor’s degree in computer science or related technical discipline, preferred but not required. Note: If resources do not have a relevant college degree, an additional 4 years of relevant work experience is required. Required Experience : 3+ years of hands-on experience with Genesys Cloud platform Deep understanding of contact center operations and quality assurance frameworks Proven expertise in configuring and managing WFM, IVR, bots, and callback systems Familiarity with Auto Quality tools and analytics dashboards Strong analytical, problem-solving, and communication skills Ability to lead cross-functional initiatives and coach others on platform capabilities Genesys Cloud certifications (preferred) Experience integration with Salesforce/Agentic AI is a plus Security Clearance
Ability to obtain and maintain a Public Trust clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting This position has a U.S. residency requirement. The USPS security clearance process requires the selected candidate to have resided in the U.S. (including U.S. Territories) for the last five years as follows: U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 6 months consecutively in the last 3 years (unless they meet certain exceptions). Non-U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 90 days consecutively in the last 3 years. Location
Remote GDIT Benefits / Total Rewards
401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays Salary range: The likely salary range for this position is $94,676 - $128,092. This is not a guarantee of compensation and salary will be set based on experience, location and contractual requirements and could fall outside of this range. Scheduled Weekly Hours:
40 Travel Required:
Less than 10% Telecommuting Options:
Remote Work Location:
Any Location / Remote Additional Work Locations: Equal Opportunity
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
#J-18808-Ljbffr
Seize your opportunity to make a personal impact as a Genesys Cloud Architect Subject Matter Expert (SME) supporting the United States Postal Service. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. GDIT is seeking a highly skilled and detail-oriented Genesys Cloud Architect SME to advise the optimization, configuration, and strategic deployment of Genesys Cloud capabilities across an enterprise customer care center operation. This role is critical to ensuring the platform supports high-quality customer experiences, efficient workforce management, and scalable automation. It will play a key role in configuring, testing, and advising on platform capabilities that drive performance, automation, and customer experience across our care center operations. What you’ll do / Responsibilities
Serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across: Workforce Management (WFM):
Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments Interactive Voice Response (IVR):
Call flow design, routing logic, and self-service enhancements/optimizations Genesys Bots:
Configuration, training, and performance tuning of AI-driven virtual agents Auto Quality:
Configuration, deployment, and refinement of automated interaction scoring and quality assurance workflows Callbacks:
Setup and management of callback queues, timing thresholds, and customer experience parameters Accounts:
Best practice for account creation, termination, skilling and queues Collaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurations Advise on platform limits, licensing thresholds, and performance monitoring Monitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiency Troubleshoot issues and support root cause analysis for Genesys-related incidents Document configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updates Stay current on Genesys Cloud releases, roadmap developments, and emerging capabilities What you’ll need to succeed
Education : Bachelor’s degree in computer science or related technical discipline, preferred but not required. Note: If resources do not have a relevant college degree, an additional 4 years of relevant work experience is required. Required Experience : 3+ years of hands-on experience with Genesys Cloud platform Deep understanding of contact center operations and quality assurance frameworks Proven expertise in configuring and managing WFM, IVR, bots, and callback systems Familiarity with Auto Quality tools and analytics dashboards Strong analytical, problem-solving, and communication skills Ability to lead cross-functional initiatives and coach others on platform capabilities Genesys Cloud certifications (preferred) Experience integration with Salesforce/Agentic AI is a plus Security Clearance
Ability to obtain and maintain a Public Trust clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting This position has a U.S. residency requirement. The USPS security clearance process requires the selected candidate to have resided in the U.S. (including U.S. Territories) for the last five years as follows: U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 6 months consecutively in the last 3 years (unless they meet certain exceptions). Non-U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 90 days consecutively in the last 3 years. Location
Remote GDIT Benefits / Total Rewards
401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays Salary range: The likely salary range for this position is $94,676 - $128,092. This is not a guarantee of compensation and salary will be set based on experience, location and contractual requirements and could fall outside of this range. Scheduled Weekly Hours:
40 Travel Required:
Less than 10% Telecommuting Options:
Remote Work Location:
Any Location / Remote Additional Work Locations: Equal Opportunity
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
#J-18808-Ljbffr