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Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems. Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms. Ensure compliance with organizational security policies and data protection standards. Develop migration plan for cut over and work with QA team to develop test scenarios. Document system architecture, configurations, processes, and user guides. Provide training and support to internal use...