Lead the creation and improvement of member-facing help articles and internal agent SOPs to enhance support efficiency. Establish editorial governance frameworks and leverage AI solutions to drive measurable improvements in core support metrics.
Build and maintain deployment infrastructure for data engineering workflows using Airflow and Flink. Own and operate core storage technologies including DynamoDB and RDS to ensure platform reliability and scalability.
Own the solution architecture and configuration of Genesys Cloud CX, ensuring seamless integration with CRM, WFM, and AI systems. Act as the technical authority for platform governance, vendor management, and continuous operational improvement.
