Contact Center Consultant

Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel. Solid scripting/development skills — PowerShell, Python, JavaScript/Node.js — for automation and integration work. Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).Working knowledge of SIP, WebRTC, Clients, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues. Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them. Familiarity with ITIL frameworks and structured change management processes. Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders. Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively. Participate in maintenance activities during and after business hours on weekdays and weekends based on business need. Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.