Seize your opportunity to make a personal impact as a Genesys Cloud Subject Matter Expert (SME) supporting the United States Postal Service. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

GDIT is seeking a highly skilled and detail-oriented Genesys Cloud SME to advise the optimization, configuration, and strategic deployment of Genesys Cloud capabilities across an enterprise customer care center operation. This role is critical to ensuring the platform supports high-quality customer experiences, efficient workforce management, and scalable automation. It will play a key role in configuring, testing, and advising on platform capabilities that drive performance, automation, and customer experience across our care center operations.

HOW A GENESYS CLOUD SME WILL MAKE AN IMPACT

Serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across:Workforce Management (WFM): Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustmentsInteractive Voice Response (IVR): Call flow design, routing logic, and self-service enhancements/optimizationsGenesys Bots: Configuration, training, and performance tuning of AI-driven virtual agentsAuto Quality: Configuration, deployment, and refinement of automated interaction scoring and quality assurance workflowsCallbacks: Setup and management of callback queues, timing thresholds, and customer experience parametersAccounts: Best practice for account creation, termination, skilling and queuesCollaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurationsAdvise on platform limits, licensing thresholds, and performance monitoringMonitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiencyTroubleshoot issues and support root cause analysis for Genesys-related incidentsDocument configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updatesStay current on Genesys Cloud releases, roadmap developments, and emerging capabilities

WHAT YOU’LL NEED TO SUCCEED

Education:

Bachelor’s degree in computer science or related technical discipline, preferred but not required.NOTE: If resources do not have a relevant college degree, an additional 4 years of relevant work experience is required.

Required Experience:

3+ years of hands-on experience with Genesys Cloud platformDeep understanding of contact center operations and quality assurance frameworksProven expertise in configuring and managing WFM, IVR, bots, and callback systemsFamiliarity with Auto Quality tools and analytics dashboardsStrong analytical, problem-solving, and communication skillsAbility to lead cross-functional initiatives and coach others on platform capabilitiesGenesys Cloud certifications (preferred)Experience integration with Salesforce/Agentic AI is a plus

Security Clearance Level:

Ability to obtain and maintain a Public Trust clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprintingThis position has a U.S. residency requirement. The USPS security clearance process requires the selected candidate to have resided in the U.S. (including U.S. Territories) for the last five years as follows: U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 6 months consecutively in the last 3 years (unless they meet certain exceptions). Non-U.S. Citizens cannot have left the U.S. (including U.S. Territories) for longer than 90 days consecutively in the last 3 years.

Location:

Remote

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your career.Professional growth opportunities including paid education and certifications.Cutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

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