About this role
Tieto Tech Consulting (MentorMate from 2001 to 2026) provides design-led, data-centric, and AI-powered digital engineering & consulting services to enterprises worldwide. With a strong heritage of Nordic quality, local presence, and global-scale operations, we are backed by 8,500+ IT professionals. Our clients trust us for advanced data and analytics skills, top industry-specific expertise, specialized software R&D, and the capabilities of a multinational team. We are part of Tieto, a leading technology company with an annual revenue of approximately EUR 2bn.
Tieto Tech Consulting’s team in Bulgaria consists of 500+ professionals specializing in the development of tailored digital solutions in diverse industries.
Key responsibilities
Design, configure, and implement Genesys Cloud CX solutions
Develop customer interaction flows using Genesys Architect
Configure and implement voice, email, chat, SMS, and messaging channels
Build and customize outbound campaigns
Develop API-based integrations between Genesys Cloud and external systems
Support migration projects from legacy contact center platforms to Genesys Cloud
Configure and implement Workforce Engagement Management (WEM) capabilities
Design reporting solutions and real-time monitoring dashboards
Integrate third-party chatbots and voicebots with Genesys Cloud
Contribute to AI-powered customer service solutions, including virtual agents and conversational experiences
Collaborate in Agile, cross-functional delivery teams
Required experience & qualifications
2+ years of hands-on experience implementing Genesys Cloud solutions
Experience participating in at least two Genesys Cloud implementation projects
Strong knowledge of Genesys Cloud CX platform configuration
Experience developing contact routing solutions using Architect
Experience implementing one or more customer interaction channels - Voice, Email, Chat, SMS, Open Messaging
Experience with Genesys Cloud APIs, integrations, and customizations
Understanding of cloud environments such as AWS and/or Microsoft Azure
Experience working in Agile development environments
A significant advantage would be
Genesys Cloud Certified Professional certification
Experience in financial services or banking sector projects
Workforce Engagement Management (WEM) implementation experience
Virtual Agent, chatbot, or voicebot implementation experience
Experience with AI Studio and Agentic Virtual Agent solutions
Experience integrating third-party reporting platforms
Testing and quality assurance skills
Technical background in software development, contact center development, or solution architecture
At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.
Diversity, equity and inclusion | Sustainability | Tieto
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• For more information visit Important Advisory Regarding Recruitment Fraud | Tieto Blog