Genesys Cloud SME

Responsibilities for this Position

Location: Any Location / Remote
Full Part/Time: Full time
Job Req: RQ207893

Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
MBI (T2)

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Genesys Cloud AI, Interactive Voice Response (IVR), Workforce Management (WFM)
Certifications:
None
Experience:
3 + years of related experience
US Citizenship Required:
No

Job Description:

Seize your opportunity to make a personal impact as a Genesys Cloud 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 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.

HOW A GENESYS CLOUD SME WILL MAKE AN IMPACT

• 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 Level :

• 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 IS YOUR PLACE:

• 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

#Genesys #Cloud #zxc726

The likely salary range for this position is $94,676 - $128,092. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly 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:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc .

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

PI278338975

Seize your opportunity to make a personal impact as a Genesys Cloud 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 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.



HOW A GENESYS CLOUD SME WILL MAKE AN IMPACT

• 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 Level :

• 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 IS YOUR PLACE:

• 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