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Genesys Cloud Specialist

**Category:** Architecture

**Main location:** United States, Texas

**Position ID:** J1025-1530

**Employment Type:** Full Time

Position Description:

Bilingual: French/English is required

We are seeking a highly motivated Genesys Cloud Specialist with deep expertise in cloud-based contact center platforms to join our fast-growing team. This role is ideal for a technical professional who thrives in dynamic environments and is passionate about delivering seamless customer experiences through modern telephony and contact center technologies.

If you're a problem-solver with a positive outlook and a drive to overcome challenges, we want to hear from you!

Your future duties and responsibilities:

• Provide ongoing support and maintenance for cloud contact center platforms.

• Manage incidents, service requests, and project tasks related to telephony and contact center operations.

• Configure and manage agent accounts, skill groups, and routing strategies.

• Design, test, and deploy IVR workflows and call flows.

• Implement and troubleshoot integrations with third-party applications (e.g., CRM, ticketing systems).

• Collaborate with cross-functional teams to deliver scalable and reliable contact center solutions.

• Document technical configurations, processes, and troubleshooting steps.

Required qualifications to be successful in this role:

• Minimum 3 year of hands-on experience with Genesys Cloud

• 5+ years of experience in technical support or IT operations.

• Strong understanding of telephony concepts, including SIP, VoIP, call routing, and cloud infrastructure.

• Excellent communication and documentation skills.

• Strong analytical and troubleshooting abilities.

• Experience working in Agile environments.

• Bilingual: French and English is a must

• Education: Bachelor's degree in relevant discipline and or equivalent experience

\#LI-AB19

Skills:

+ English

+ French

+ Telephony

+ Delivery Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.