Skip to content
Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

Your role and responsibilities

1. Delivery Leadership

  • Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence.

  • Manage daily delivery activities including sprint planning, execution tracking, and milestone management.

  • Identify and resolve delivery risks, issues, and dependencies proactively.

2. Solution Architecture & Technical Direction

  • Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems.

  • Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices.

  • Provide hands-on technical guidance to development, integration, and QA teams.

3. Client & Stakeholder Management

  • Act as the primary delivery and technical point-of-contact for client stakeholders.

  • Conduct design workshops, solution walkthroughs, and manage sign-offs.

  • Communicate status, risks, and decisions clearly and professionally.

4. Requirements, Design & Quality Oversight

  • Review and approve business requirements, user stories, technical designs, and test plans.

  • Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness.

  • Support defect triage, prioritization, and resolution.

5. Cross-Functional Team Coordination

  • Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams.

  • Provide technical leadership and remove design or implementation roadblocks.

  • Mentor team members and ensure alignment on priorities and standards.

6. Contact Center Platform Expertise

  • Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting.

  • Oversee integrations with CRM, middleware, authentication systems, and legacy applications.

  • Recommend platform features and configuration approaches to meet business goals.

  •  

7. Continuous Improvement

 

  • Identify opportunities to optimize solution design and delivery efficiency.

  • Promote reusable components, standards, and best practices across the team.

  • Recommend enhancements or innovations to improve customer and agent experience.

Required education
Bachelor's Degree
Required technical and professional expertise
Professional Expertise

  • 7–10 years of experience delivering large-scale contact center or CX transformation programs.

  • Strong leadership skills with proven ability to manage multi-disciplinary delivery teams (architecture, development, QA, CX/UX, integrations).

  • Excellent client-facing communication, presentation, and expectation-management skills.

  • Solid understanding of agile delivery, sprint planning, backlog management, and large-program governance.

  • Strong problem-solving skills with ability to handle complex delivery scenarios, risk management, and escalation handling.

  • Experience coordinating cross-vendor and cross-platform workstreams in enterprise environments.

  • Ability to translate business needs into technical requirements and architecture recommendations.

Technical Expertise – Genesys Cloud

  • Deep hands-on experience designing and delivering Genesys Cloud CX solutions.

  • Strong knowledge of Architect Flows (inbound/outbound IVR, call flows, digital flows).

  • Proficiency in queue design, routing strategies, skills-based routing, bullseye routing, and call distribution models.

  • Experience configuring and optimizing digital channels: email, chat, messaging, web messaging, WhatsApp, and social channels.

  • Strong understanding of Genesys Cloud APIs, event streams, and integration patterns.

  • Experience designing and integrating with CRM systems.

  • Knowledge of Genesys Data Actions, integration with middleware, and secure API authentication models.

  • Experience with recording policies, quality management, workforce management (Genesys WFM), and performance dashboards.

  • Understanding of reports and analytics using Genesys Cloud dashboards and APIs.

  • Familiarity with security, compliance, and data retention features within Genesys Cloud.

  • Experience troubleshooting Genesys Cloud platform issues, flow logic errors, and integration failures.

Preferred technical and professional experience

Genesys Cloud Certififcations 

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.