Genesys Cloud CX Reporting SME
Core
Subject matter expert for Genesys Cloud CX reporting, analytics, and KPI definition within a public sector contact center modernization program.
Role type
Senior IC Genesys Cloud CX Reporting SME
Builds
Scalable reporting solutions, dashboards, views, and performance analytics for contact center operations
Domain
Contact Center Operations / Customer Experience (CX)
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Genesys Cloud CX reporting, KPI framework design, dashboard configuration, stakeholder advisory, data export/integration, documentation
Preferred skills
Genesys Cloud WEM reporting, systems integrator model experience, Genesys Cloud certifications
Technologies
Genesys Cloud CX, Genesys Cloud WEM
Responsibilities
Design and validate Genesys Cloud CX dashboards and reporting outputs; Define KPI frameworks aligned to operational requirements; Translate business requirements into scalable reporting solutions; Advise stakeholders on reporting architecture and best practices; Support data exports and cross-platform reporting; Document configurations and provide knowledge transfer
Seniority
Senior, hands-on IC
