Genesys Build Coordinator

In this strategic, hands-on leadership role, you will oversee the build execution, configuration, and technical development of an enterprise Genesys AI contact center solution spanning IVR, digital chat, Agent CoPilot, and reporting components. Leading an offshore technical engineering team, you will translate definition-phase deliverables, architecture designs, and implementation plans into executable work packages. You will direct the end-to-end build of conversational flows, drive modular architecture patterns, coordinate backend and data integrations (including modern enterprise reporting platforms), manage environment readiness, and partner closely with cross-functional architecture, testing, and product teams through deployment.

Duration: 12-Month Contract (Full-time engagement)

Work Arrangement: On-site (Full-time collaborative on-site engagement)



Advantages
Next-Generation Contact Center Transformation: Lead the hands-on technical build and delivery of cutting-edge conversational AI and intelligent routing solutions for a major enterprise footprint.

12-Month Full-Year Mandate: Secure a comprehensive, year-long contract assignment with continuous delivery milestones and release execution.

Global Technical Leadership Scope: Direct offshore build squads, orchestrating tasks across configuration, integrations, quality testing, and deployment.

Modern Integration Architecture: Gain hands-on leadership experience connecting Genesys Cloud platforms with enterprise backend systems, analytics tools, and Microsoft Fabric data lakes.



Responsibilities
Build Execution & Technical Leadership: Direct hands-on build, configuration, and deployment activities for the enterprise Genesys AI solution, leading offshore engineering resources.

Work Package Decomposition: Translate Business Solution Requirements (BSR) and System Design Documents (SDD) into detailed work packages, technical tasks, and development schedules.

Conversational AI & Journey Delivery: Coordinate the development and rebuild of customer care and outage-related IVRs, self-service chat capabilities, Agent CoPilot assistive features, and customer journey analytics using Genesys Bots and Virtual Agents.

Modular Architecture Standards: Enforce modular build practices across conversation flows, intent recognition matrices, authentication layers, and fallback/retry logic to ensure scalability and maintainability.

System Integration & Data Enablement: Coordinate cross-platform integration build tasks connecting Genesys with enterprise backend services, core APIs, reporting pipelines, and Microsoft Fabric.

Environment & Release Coordination: Manage technical dependencies, build schedules, test environments, defect triage/remediation, and deployment cutover activities.

Stakeholder & Architecture Alignment: Partner closely with solution architects, software engineers, QA teams, product owners, and business leaders to ensure configurations adhere to architectural designs and quality standards.



Qualifications
Contact Center Delivery Leadership: Proven experience leading technical delivery, configuration, or build workstreams for enterprise contact center and customer experience platforms.

Genesys Platform Mastery: Hands-on technical experience with Genesys Cloud, including the implementation and configuration of Genesys Bots and Genesys Virtual Agents (or comparable conversational AI suites).

Channel Implementation Depth: Direct experience designing, building, and deploying advanced IVR, self-service web chat, and real-time agent-assist tools.

Team & Workstream Coordination: Demonstrated success coordinating and leading distributed/offshore technical delivery teams across build, testing, and release cycles.

Integration & Data Frameworks: Solid technical understanding of REST APIs, data mapping, backend service orchestration, and reporting enablement.

Agile Governance & Quality: Familiarity with Agile delivery frameworks, defect lifecycle management, and production release coordination.

Communication & Problem Solving: Exceptional organizational and cross-functional communication skills, with the ability to manage technical dependencies and resolve delivery blockers proactively.

Preferred Assets & Nice-to-Haves
Direct experience engineering customer service and outage-related customer journeys within regulated utility, telecommunications, or large service enterprise contexts.

Deep understanding of conversational flow optimization, including utterance tuning, NLU intent design, fallback handling, and context retention.

Familiarity or practical experience integrating with Microsoft Fabric or modern enterprise data analytics platforms.



Summary
If you are a tech-savvy Genesys Build Coordinator who pairs hands-on Genesys Cloud and conversational AI expertise with proven offshore technical leadership, modular IVR/chat design skills, and strong cross-platform integration experience, this 12-month on-site contract opportunity is an ideal next step. Bring your technical build precision, dependency coordination rigor, and collaborative engineering drive to our client's delivery team today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.