Adam H.
Genesys Cloud Implementation Engineer | Building & Migrating Enterprise Contact Center Solutions
- Role
- Genesys Cloud Implementation Engineer at Stefanini Group
- Location
- Salt Lake City, UT, US
- LinkedIn followers
- 500 followers
About Adam H.
I am a solutions-driven technology professional specializing in the design, implementation, and support of enterprise contact center platforms. With a robust background in technical support and a deep focus on Genesys Cloud CX, I excel at translating complex business requirements into scalable, efficient, and resilient cloud solutions.Currently, as a Genesys Cloud Implementation Engineer at Stefanini Group, I architect and deploy sophisticated omni-channel solutions for global clients. My work involves hands-on configuration in Genesys Architect, developing IVR flows, integrating systems with REST APIs, and leveraging Data Actions to build intelligent routing strategies. I enjoy being a subject matter expert, guiding clients through the entire lifecycle from discovery and development to a successful go-live.Previously, as a Senior Technical Support Engineer at NICE and Genesys, I honed my skills in troubleshooting complex issues across cloud-native environments. I have deep experience with API integrations, cloud infrastructure (AWS), and applying SRE principles to enhance system reliability and performance. This background gives me a unique perspective on building solutions that are not only powerful but also stable and supportable.With fluency in Portuguese and conversational Spanish, and a passion for cross-functional collaboration, I am dedicated to delivering exceptional customer experiences and driving technical innovation in the CCaaS space.Core Competencies- Genesys Cloud CX & NICE CXone - IVR & Omni-Channel Flow Design (Genesys Architect, CXone Studio)- API Integrations (REST, Data Actions, OAuth)- Cloud Platforms (AWS, Azure) & SRE Principles - SQL, Snowflake, Elasticsearch & Kibana - Technical Support & Escalation Management - Multilingual Communication (English, Portuguese & Spanish)
Experience
Genesys Cloud Implementation Engineer
Jan 2025 — Present · MI, US
As a Genesys Cloud Implementation Engineer, I support global teams through complex contact center migrations and implementations. My role combines technical configuration with client-facing support to ensure successful transitions to the cloud- Supported end-to-end cloud migrations for global enterprise clients, guiding teams in EMEA, NAM, and LATAM from legacy Genesys Engage to Genesys Cloud- Developed and configured solutions in Genesys Architect, building multi-channel IVR flows (voice, chat, email) and implementing complex Data Actions and Data Tables to integrate client data into routing strategies.Acted as the Genesys Subject Matter Expert (SME) throughout the project lifecycle, managing development testing, production implementation, and providing hands-on support during go-live events-Served as the primary technical point of contact for LATAM-based projects, conducting discovery sessions, client support, and knowledge transfers in both English and Portuguese- Collaborated directly with Genesys Cloud\'s technical support team and Stefanini\'s AI bot team to troubleshoot complex voice integration issues and enhance solution capabilities for clients.
Education
Bingham High School
High School Graduate
Ensign College
Associate's degree, Information Technology
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