Project Manager (Genesys)

Contact Center Systems Engineer (AI & Automation)

Location: 100% Remote

Employment Type: Contract-to-Hire

Overview

We are seeking a Contact Center Systems Engineer with 3-5 years of experience supporting, administering, and optimizing cloud contact center

platforms. This individual will play a key role in driving AI and automation initiatives, improving customer engagement channels, and enhancing workforce

management capabilities.

The ideal candidate will have a blend of engineering and administration experience, including configuring contact center technologies, supporting integrations,

troubleshooting platform issues, and implementing AI-driven solutions that improve both the customer and agent experience.

Key Responsibilities

• Support and administer cloud-based contact center platforms, including configuration, maintenance, and optimization.
• Lead AI and automation initiatives utilizing tools such as Talkdesk Copilot, Autopilot, and other conversational AI solutions.
• Design, implement, and enhance automated workflows to improve operational efficiency.
• Support the rollout and optimization of chat and digital engagement channels.
• Configure and maintain routing logic, call flows, IVRs, queues, and agent experiences.
• Partner with business and operations teams to identify opportunities for process automation and customer experience improvements.
• Assist with workforce management initiatives, including reporting, forecasting, staffing, and scheduling optimization.
• Perform system troubleshooting, root cause analysis, and issue resolution across contact center technologies.
• Monitor platform performance and implement enhancements based on business needs.
• Develop technical documentation, best practices, and process workflows.
• Support system integrations with CRM and third-party applications.

Required Qualifications

• 3-5 years of experience supporting or engineering cloud contact center solutions.
• Experience administering and configuring contact center platforms such as Talkdesk, Genesys, Five9, NICE CXone, Amazon Connect, or similar technologies.
• Experience with AI-driven customer service solutions, automation platforms, chatbots, or conversational AI.
• Understanding of contact center architecture, call routing, IVR design, and omnichannel customer engagement.
• Experience troubleshooting system issues and supporting production environments.
• Knowledge of APIs, integrations, and system connectivity concepts.
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience supporting Talkdesk Copilot, Autopilot, or similar AI-powered customer service tools.
• Workforce Management (WFM) experience including forecasting, scheduling, and performance optimization.
• Experience supporting CRM integrations such as Salesforce.
• Knowledge of reporting and analytics platforms.
• Experience in customer service technology transformation projects.

Ideal Candidate

• 3-5 years of engineering experience within a contact center or customer experience environment.
• Comfortable handling both technical engineering work and day-to-day platform administration.
• Strong problem solver who enjoys improving processes through automation and AI.
• Organized, detail-oriented, and capable of working with both technical and business stakeholders.

This role is an exciting opportunity to help modernize a customer experience platform through AI implementation, automation, workforce management optimization, and digital channel expansion.

This is a Contract position based out of Jacksonville, FL.

The pay range for this position is $45.00 - $50.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jul 21, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.