Principal, Genesys Platform Program

Internal authority and platform principal for a contact center migration to a major cloud CX platform, accountable for solution architecture, configuration governance, and continuous improvement beyond go-live. Owns integration design with CRM, workforce management, bots, and identity systems, serves as the technical reviewer for external implementation and managed services partners, and leads major IVR redesigns and AI platform integrations. Builds Change Advisory Board governance from scratch, manages the vendor relationship, and drives data-based optimization. Requires 8+ years in contact center platform operations with deep expertise in the specific CX platform.