Genesys Cloud CX Reporting SME
HybridToronto, Ontario, Canada or Toronto, Ohio, United States
Job Summary
Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics for a large-scale public sector contact center modernization program. Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics. Translate business and operational requirements into accurate, scalable reporting solutions and advise stakeholders on reporting architecture, data strategy, and governance. Support data exports, integrations, and cross-platform reporting needs while documenting configurations and providing knowledge transfer to internal and client-side teams. Requires 7+ years of Genesys Cloud CX experience with native reporting skills and strong contact center operational understanding.
Required Qualifications
- 7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics
- Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics
- Strong understanding of contact centre operations, reporting needs, and KPI measurement
- Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly
- Experience working in an advisory or SME capacity on enterprise-scale implementations
Desired Qualifications
- Familiarity with Genesys Cloud Workforce Engagement Management (WEM) reporting and workforce analytics
- Experience working within a subcontractor or systems integrator model alongside a prime contractor
- Genesys Cloud certifications (CX Cloud, CX Reporting)
- English and French speaking
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