Job Title: Genesys Cloud Configuration Specialist
Location: Whitby, ON, Hybrid
Job Type: Contract, full-time hours. Contract term: 12 months, with a possible extension

About the Opportunity
Join a public sector team modernizing how residents connect with services. You will help build a seamless, reliable experience across phone and digital channels.
In this role, you will own the configuration of Genesys Cloud, partnering with business and IT teams to design IVR flows, optimize routing, and deliver secure, high-performing contact centre operations that scale.

What’s in it for You
A people-first culture that values collaboration, learning, and balance.
Hands-on impact, mentorship from experienced leaders, and exposure to enterprise integrations, analytics, and roadmap initiatives.

Your Responsibilities

• You’ll design, build, and maintain IVR and routing in Genesys Cloud, including call flows, menus, and queues.

• You’ll configure skills, roles, user profiles, schedules, groups, and number routing, ensuring accuracy and governance.

• You’ll implement Data Actions and API-driven integrations, supporting telephony expansion and capacity planning.

• You’ll investigate and resolve platform issues, complete root-cause analysis, and document fixes, including on-call support.

• You’ll develop dashboards and reports, monitoring performance and identifying opportunities to improve reliability and CX.

Skills and Qualifications

• 3+ years of hands-on Genesys Cloud configuration and IVR development, Genesys Cloud certification required.

• Strong understanding of telephony concepts including SIP, VoIP, routing, flows, and cloud contact centre infrastructure.

• Experience integrating Genesys with Microsoft Dynamics, WFM/WEM, and reporting tools such as Power BI.

• Proven troubleshooting skills, excellent documentation and communication.

• Bachelor’s degree in Computer Science, IT, or equivalent experience.

Why Partner with Altis
“If you’ve never worked with a staffing agency before, don’t worry, we make it easy. You’ll still engage directly with the client while we handle the logistics, provide guidance, and keep you informed every step of the way. We’ll represent your strengths, guide you through each stage of the process, and ensure the experience feels personal and transparent.”

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.