Independently assess incoming PA requests, scope the required changes, and execute them directly in coordination with client contacts.
Manage a high volume of concurrent PA opportunities with strong prioritization and time-management skills.
Perform configuration changes across the Genesys Cloud system, including (but not limited to) lightweight custom IP development or integration work when required.
Deliver high-quality, efficient implementations while adhering to Genesys Cloud, TTEC, and client best practices and security/compliance standards.
Proactively communicate progress, risks, and completion status to internal coordinators, stakeholders, and clients.
Partners with Platform Adoption Coordinators and fellow team members as needed to balance workload and resolve complex issues.
Document all changes clearly and contributes to team knowledge-sharing resources.
Stay current with Genesys Cloud releases, features, and capabilities to recommend optimization opportunities during PA engagements.

Minimum 3 years of hands-on production experience working with the Genesys Cloud platform.
GCP certification (Genesys Cloud Platform / Professional level or equivalent).
Demonstrated ability to independently scope and execute complex configuration changes.
Proven track record of managing multiple concurrent MACD or similar operational requests with minimal supervision.
Strong technical proficiency across Genesys Cloud core capabilities (routing, telephony, workforce management, integrations, reporting, etc.).
Deep, intimate knowledge of the Genesys Cloud platform architecture and administration.
Exceptional independence and self-management skills; able to operate effectively with light coordination.
Excellent problem-solving and decision-making abilities in dynamic, fast-paced environments.
Strong written and verbal communication skills for stakeholder updates and documentation.
Collaborative mindset—willing to work with coordinators and team members to manage workload peaks.
Familiarity with Genesys Cloud partner ecosystem tools, APIs, and advanced integrations.
Experience working in a high-velocity, ticket
or opportunity-driven environment.

Genesys Platform Adoption Specialist

Key skills