Senior Contact Center Call Routing & Cloud Solutions SME

• Serve as the technical SME for Genesys (Cloud/On-premises) and NICE CXone platforms
• Lead product certification, design, configuration, and deployment of contact center solutions across platforms
• Work with cross-functional teams to integrate contact center solutions with CRMs, IVRs, WFM, and other enterprise systems
• Analyze business requirements and recommend optimal platform configurations and workflows
• Ensure platform stability, scalability, and performance through continuous monitoring and proactive maintenance
• Collaborate with vendors and internal stakeholders for feature enhancements and roadmap alignment
• Develop and maintain comprehensive documentation including architecture diagrams, SOPs, and user guides
• Conduct platform training and knowledge transfer to team members and end-users
• Work with controls team to ensure systems are compliant with Citi standards
• Actively participate in Internal/external Audit
• Provide hands-on troubleshooting and support for system issues and outages
• Participate in weekly on-call rota to provide require off-hours or weekend support during major incidents or deployments.

• Work experience of 8 to 10 years on Voice routing technology
• Experience working with Genesys (Cloud/On-premises) and NICE CXone platforms
• Certifications in Genesys and/or NICE CXone
• Deep understanding of call routing (Cisco ICM/Swampfox ICX), IVR, ACD, CTI, omnichannel capabilities, and reporting/analytics
• Experience with scripting languages such as JavaScript, Python, Ansible automation or Genesys Composer/SCXML
• Solid grasp of APIs, data integrations, and CRM (Salesforce, MS Dynamics) integrations
• Familiarity with telephony infrastructure (SIP, VoIP) and cloud-hosted environments (AWS, Azure)
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to work independently and as part of a team in a fast-paced environment
• Excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously
• ITIL or project management certifications are a plus.

ITIL or project management certifications

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave)
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives.