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Leads enterprise consulting engagements evaluating, designing, and validating Genesys Cloud CX AI solutions. Conducts discovery workshops, translates business requirements into solution designs, configures and tests platform features, develops prototypes and proofs of concept, evaluates integrations and costs, and presents evidence-based recommendations to technical and business stakeholders.

Leads discovery workshops and translates contact center requirements into Genesys Cloud AI solutions. Designs, configures, prototypes, and validates capabilities including knowledge management, agent assistance, interaction summarization, and virtual agents. Evaluates architecture, integrations, licensing, implementation costs, and operational requirements, then presents evidence-based recommendations, risks, and feasibility findings to business and technical stakeholders.

Design and own an end-to-end data platform integrating Genesys Snowflake, Verint, APIs, flat files, and SFTP feeds. Define Medallion architecture, Kimball dimensional models, ingestion strategies, data integrity controls, orchestration, reconciliation, and failure recovery. Build and optimize Databricks and Delta Lake pipelines using SQL and Python. Lead parallel-run validation, migration cutover, and legacy pipeline decommissioning while documenting architectural decisions for technical and business stakeholders.

Leads discovery and requirements gathering for enterprise contact center transformation. Evaluates Genesys Cloud AI capabilities, designs knowledge management, agent assistance, summarization, and virtual agent solutions, and validates them through configuration, testing, prototypes, and proofs of concept. Assesses architecture, integrations, licensing, consumption, implementation costs, operational requirements, risks, and platform limitations, then presents recommendations to business and technical stakeholders.

Designs and oversees end-to-end Genesys Cloud CX contact center solutions within a complex, regulated banking environment. Leads architecture across IVR, routing, recording, workforce management, agent desktops, APIs, CRM, analytics, security, and enterprise integrations. Partners with stakeholders, vendors, program managers, and engineering teams from ideation through implementation, ensuring scalable, resilient, compliant, and supportable solutions. Produces architecture documentation, maintains requirements traceability, and serves as a senior technical design authority.

Develop and support cloud-native full-stack applications using Java, Spring Boot, React, TypeScript, and Node.js. Build REST APIs, microservices, PostgreSQL data models, integrations, CI/CD pipelines, and containerized deployments. Implement observability, security, testing, and performance improvements while troubleshooting production issues. Collaborate with product, UX, QA, DevOps, architecture, and clients throughout the software development lifecycle.

Own the end-to-end architecture for a contact-center data platform using Genesys, Verint, Snowflake, Databricks, and Delta Lake. Design Medallion and Kimball models, ingestion and orchestration strategies, data integrity controls, API and file integrations, incremental processing, and high-volume pipelines. Lead migration from legacy CCARS pipelines through parallel validation and decommissioning. Write production-grade SQL and PySpark, optimize performance and cost, and communicate architectural decisions to technical and business stakeholders.

Own the end-to-end data architecture for contact center telephony and workforce-management data. Design Bronze/Silver/Gold lakehouse flows, Kimball dimensional models, ingestion and watermarking strategies, reconciliation, integrity controls, orchestration, and failure recovery. Build and optimize Databricks and Delta Lake pipelines integrating Snowflake, APIs, SFTP, and vendor files. Support parallel-run migration, legacy decommissioning, and communicate architecture decisions to engineering and business stakeholders.

Design and own an end-to-end Databricks lakehouse and reporting architecture integrating Genesys Snowflake data, Verint feeds, APIs, and vendor files. Define ingestion, incremental loading, orchestration, data quality, reconciliation, batch control, and recovery standards. Build Kimball dimensional models and optimize Delta Lake pipelines using SQL and PySpark. Lead parallel-run validation, migration cutover, legacy decommissioning, and communicate architectural decisions to technical and business stakeholders.

Build, configure, test, and document production contact center solutions on Google CCAI Platform. Responsibilities include DTMF IVR menus, multilingual prompts, call flows, queues, routing, transfers, callbacks, CRM and conversational AI integrations, UAT support, defect resolution, requirements traceability, and technical runbooks. The role collaborates with customer stakeholders and follows change management and release procedures.