Hiring: Contact Center Consultant Company: Veridic Solutions Location: United States Job Posted Time: 2026-09-11 11:32:32 Employment Type: On-site Target Skills & Keywords : API Gateway, AWS, Azure, Change Management, Foundry, JavaScript, LLM, Lambda, LangChain, Node.js, OAuth, OAuth2, PowerShell, Python, RAG, REST, S3, ServiceNow, Vault About the job Experience: •5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field. •At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field. Qualifications: •Bachelor's degree in Computer Science, Information Technology, or a related field. •Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration. •Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications. •AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel. •Solid scripting/development skills — PowerShell, Python, JavaScript/Node.js — for automation and integration work. •Operational familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway). •Solid functional working knowledge of SIP, WebRTC, Clients, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues. •In-depth knowledge of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them. •Operational familiarity with ITIL frameworks and structured change management processes. •Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!