Job TitlePreferred QualificationsExperience with Genesys Cloud digital channels (chat, email, messaging), bot/virtual agent integrations, and journey/engagement capabilities.Experience with Genesys Cloud WEM (WFM/QM), recording policies, screen recording, evaluation workflows, and compliance requirements.CRM integration experience (Salesforce, ServiceNow, Dynamics) including CTI/embedded clients and screen pop strategies.Programming/scripting experience (e.g., JavaScript/TypeScript, Python, C#) and familiarity with CI/CD and infrastructure-as-code concepts.Experience with monitoring/observability tooling and building operational dashboards.ITIL Foundation (or equivalent) and experience working within formal change/incident/problem management processes.