Genesys Experts in Germany
, matched in minutes from over 15,000 CVs with the power of AIHire experts who configure cloud contact centers, design Genesys Cloud CX journeys and connect CRM, voice and digital channels. FRATCH matches you quickly and precisely with vetted, available freelancers for your Genesys project.
Meet FRATCH Experts in Germany, who have recently used Genesys
Yashar S.
Last position:
Compliance Consultant at RAS Reinhardt Maschinenbau GmbH
- Designed and moderated a NIS2 preparation workshop for RAS Reinhardt Maschinenbau GmbH and its IT service provider Catuno GmbH. Together with executive management and IT leadership, the current status was assessed, an initial GAP analysis was conducted and areas for action were prioritized based on ISO 27001.
- Developed an ISO-27001-based regulatory framework (ISMS) for NIS2 compliance, including a structured current/target GAP analysis, targeted improvement of the security maturity level and preparation of the organization for NIS2 audit readiness.
Burhan D.
Last position:
Enterprise Architect & Solution Architect at DB Netz AG
With project PRIZMA, DB will modernize its infrastructure on the one hand, and develop a fail-safe IT landscape on the other hand, which can be restored quickly and securely in case of a disaster.
- Capture current architectures of existing systems as well as methodical consulting and development of target architectures
- Deepen and maintain the building plan / target IT landscape
- Implement technical architecture concepts & architecture descriptions
- Implement migration concepts for updating and further developing the platform and information systems
- Assess submitted improvement suggestions as part of the project
- Capability management: identify capability gaps, develop target visions, and support transformation planning within the enterprise architecture.
- Create a compatibility matrix of the components in use and compare dependencies of specific versions
- Create an IT concept for extending the platform with the following topics: hardware and software requirements, security, licensing, high availability, load balancing, backup & recovery, update strategy, monitoring integration, etc.
- Coordinate with business architects as well as technical architects from the cross-functional architecture area of the PRISMA program for the topics (backup, Active Directory, monitoring, Citrix, and business applications ...)
- Status meetings and alignment of project planning with the Release Train Engineer / Project Manager
- Advise the Release Train Engineer / Project Manager in identifying project risks
- Advise the System Architect Engineers in steering the implementation of the concept
- Implement the IT concept
- Document the infrastructure
Label: MS Project, LINUX, Windows, ORACLE, Java, REST, SharePoint, Microsoft Exchange, UML, Enterprise Architect, BPMN, AZURE, AWS, V-MODEL, Micro Service, VisualStudio, SAP S/4HANA, SCRUM(SAFE), ESB (TIBCO), Python, Innovator, LeanIX (TOGAF), Ansible, Ansible Tower, Ansible Automation, ROBOT, SpringBoot
Claudio M.
Last position:
Head of Customer Service at Bluebrixx.com & MCW.de
Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.
- Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
- Development of mentoring programmes, a role matrix and HR master plan for 2026
- Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
- Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
- Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
- System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
- Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
- Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
- Introduction of customer-focused goodwill policies as a measurable cultural shift
- Development of a 3-year digital agenda with a focus on automation and customer retention
Key Achievements
- Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
- Backlog reduction: From months to ⌀ 14 days
- Response time: From days to 3 hours
- System migration: Outlook→Zendesk successfully completed
- Processing thousands of tickets in the backlog
Manuel E.
Last position:
External Technical Lead for CI/CD, Architecture & Technical Governance at Insurance
- Technical lead for CI/CD modernization in the "Group Archive 4.0" system
- Architecture and steering responsibility according to the statement of work
- Setting up modern build and deployment processes
- CI/CD coaching and enablement of the internal development team
- Integration of modern DevOps, security, and compliance standards
- Ensuring technical governance, including collaboration with internal audit and BaFin
- Independently executing the modernization measures
- Supporting the team in adopting new technologies and methods
Tungi D.
Last position:
Technical PMO | Delivery Master | LLM-Expert at Stealth - NDA
- Owning RAG, LLM-System, ML-ops-Pipelines for various startups in Insurance, Banking, Energy (KRITIS)
Axel Z.
Last position:
Freelance Management Consultant at Freelance Management Consultant
- Advising companies and institutions in the areas of customer service, customer experience, customer centricity, user journeys, CRM strategy, operations, digital banking, payments, and energy
- Selection and implementation of CRM systems
- Selection and implementation of billing/ERP systems
- Selection and implementation of omnichannel systems
- Selection and implementation of knowledge management systems
- Interim manager (COO, CCSO)
- Project management for CRM and IT projects as well as software rollouts
- Incident management (leading task forces)
Christopher W.
Last position:
Customer Service LLC Executor at Chesapeake GmbH
Handle probate matters, distribute business interests, and oversee the transition or dissolution of the company depending on the operating agreement.
Reviewing the operating agreement: determining what happens to the interests - transfer, buyout, or dissolution.
Valuing the business interest: obtaining a fair market valuation of the ownership share to distribute assets or facilitate buyouts.
Managing business operations: ensuring employees, vendors, and clients are informed and the business continues to run smoothly during the estate process.
Protecting assets: safeguarding company property, intellectual property, and financial accounts until they can be legally transferred or distributed.
Organizing potential general service requests and/or warranty claims and their settlement and necessary reserves.
Ralph G.
Last position:
various small testing projects
- subproject management
- manual testing (Jira, Confluence, MS 365, XRay)
- test design
- test environment management
- concept creation
- release management, support and control of deployments
- documentation and reporting
- error analysis/tracking
Falk S.
Last position:
Project Leader - Project Manager – Project Pilot at BVG
- Update OCMS (ID card management), cashless payment in canteens and digitalization of employee transport tickets for the BVG HR department
- Stakeholder analysis
- Requirements management
- Analysis of the as-is situation
- Defining project scope (definition of "to-be")
- Participating in the design of the technical solution
- Creating initial high-level project plan
- Identifying risks and benefits
- Preparing information and creating commissioning documents
- Independently managing projects and work packages including troubleshooting
- Developing and establishing meeting, reporting, and project structures
- Creating and maintaining project plan including resources and assets for effective management
- Involving employee council and data protection
- Regular reporting and deriving action options for the steering committee
- Project monitoring (risks, budget, scope, resources)
- Coaching, supporting, and coordinating internal staff and suppliers
- Documentation and knowledge transfer
- Software: Word, Excel, PowerPoint, Outlook, MS Teams, Office 365, ServiceNow, OCMS, etc.
Jacqueline H.
Last position:
Kitchen Appliance Manufacturer
Setting up and enhancing an international subscription management system
Migrating and decommissioning a Hybris-SAP system and integrating Zuora
Implementing numerous interfaces to various systems (external and internal)
Setting up and improving monitoring with Grafana, Prometheus, and Databricks
Introducing logging with Loki
Implementing business requirements using jQuery, Thymeleaf, Spring Boot, Java, Go, and Python
Adjusting and extending the GitLab CI pipelines
Setting up and extending infrastructure as code with Terraform and ArgoCD on AWS
Setting up and running E2E and performance tests
Expanding the Databricks business intelligence solution to provide various KPIs
Responsibilities: Architecture, DevOps, development, unit tests, coaching employees and apprentices, E2E, smoke, and integration tests, agile methods consulting (Kanban, Scrum)
Technologies and methods: Java, Go, Kotlin, Node.js, Spring Boot, SOAP/REST, Quarkus, Thymeleaf, Vaadin, Slack, Jira, Confluence, IntelliJ, GitLab, SQS, Kafka, AWS, Kubernetes, Terraform, Maven, Gradle, GitLab CI, Databricks
Sebastian J.
Last position:
Business Analyst and IT Project Management at 73thinks
- Business analysis and development lead for the new Service Center app “OpsOne” at Carglass GmbH
- Involvement throughout the entire project lifecycle: requirements analysis, project planning, development, testing, rollout into operations, and handover to the line organization
- Project management and business analysis for the implementation of an overarching Joiner-Mover-Leaver service
- Establishment of a central IDAM system and company-wide rollout of standardized JML processes, focusing on automation and compliance across 26 IT systems
- Business analysis and enterprise architecture for Move2Cloud and implementation of Genesys Cloud
- Lead Agile Coach for the DevOps transition at RWE Supply & Trading for 300 IT employees until 2022-10-31
- Significant improvement in software delivery through team-specific method application
- Consistent agile alignment of the entire organization based on measurable criteria
Silke W.
Last position:
Head of Project Management and Consultancy at Systemtechnik GmbH
- Planning of projects and consulting services: professional, technical and commercial, focusing on transformation for public transport
- Identification and assessment of project risks with development of measures and recommendations for risk minimization and avoidance
- Evaluation of projects and reporting
- Execution of projects and delivery of consulting services on time, with required quality and within budget
- Project, hardware and consulting services forecasting
- Disciplinary and professional staff management
- Team development and coaching
- Resource planning across various locations
- Stakeholder management
- Client management with service and support
- Development of contingency plans
Ian B.
Last position:
Senior Proposition Manager at BT
I have 11 years of experience working within the Corporate and Public Sector for BT Business and was responsible for developing and delivering key propositions and go-to-market plans to optimise revenue, margin and ARPU to drive retention and growth strategies to meet commercial targets as part of BT business plan (£1.7b revenue, £600m EBITDA in 2023).
Led, influenced, and drove the development and delivery of outcome-focused propositions as part of BT’s Fixed Mobile Convergence, IP Voice, Collaboration and Contact Centre portfolio (IP/CC - £41m revenue, £699m EBITDA in 2023/24).
Propositions were insight led by assessing, defining and translating customer needs and market trends into development roadmaps and impactful go-to-market plans.
Fixed Mobile Convergence: BT One Phone Office and BT One Phone Mobile; following launch, simplified proposition to drive business growth.
IP Voice & Collaboration: Cloud Voice SIP, One Voice SIP, One Cloud Cisco, Cisco Webex and Microsoft Teams; developed BT’s PSTN replacement portfolio to support IP Voice migration.
Contact Centre: Genesys, CCNG, Cisco Webex Contact Centre, Five9 and Anywhere365.
David P.
Last position:
Consulting, project management & sales at Equinox FinTech Solutions GmbH
Discover over 15,000 top freelancers
Statistics of experts using Genesys
Aggregated from the professional profiles of matched freelancers.
Experience
27 years
Position duration
2.5 years
Positions per freelancer
17
Top business areas
Information Technology, Product Development, Project Management
Top industries
Information Technology, Insurance, Banking and Finance
Certification focus areas
Project Management, Information Technology, Customer Service
Bachelor's degree or higher
64%
Master's degree or higher
27%
Doctorate
18%
Certifications per freelancer
3
Most common languages
English, German, French
Speak two or more languages
93%
Based on our profile pool as of 19 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Germany using Genesys
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 19 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Genesys experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (93%)
- Insurance (79%)
- Banking and Finance (71%)
- Manufacturing (64%)
- Automotive (50%)
- Telecommunication (50%)
- Aerospace and Defense (43%)
- Energy (43%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Customer interaction platform
Genesys is a customer experience platform for managing conversations across voice, email, chat, messaging and social channels. Genesys Cloud CX is its cloud-based platform, while Genesys Engage supports established enterprise contact center environments. Companies use it to connect customers with the right service process and specialist.
What companies build
Genesys supports contact centers, service desks and sales operations that need consistent journeys across channels. Typical work includes:
- Voice, digital and blended interaction flows
- IVR, queues, skills-based routing and callback options
- Self-service with bots and knowledge integrations
- Workforce management and quality processes
- Reporting for service performance and customer journeys
Ecosystem and integrations
The platform connects with CRM, identity, data and communication systems through APIs, webhooks and prebuilt connectors. Relevant tools include Salesforce, Microsoft Dynamics 365, ServiceNow, SIP, WebRTC and cloud data services. Strong specialists understand OAuth, event handling, contact center data models and secure integration patterns.
When freelance expertise helps
Companies often bring in freelance Genesys expertise during a migration from Genesys Engage or another contact center suite to Genesys Cloud CX. Specialists can also support a new rollout, redesign routing, consolidate regional environments or resolve complex production issues. In Germany, projects may require coordination across local business teams, global operations and multilingual service processes.
Delivery and collaboration
A clear engagement starts with documented journeys, queues, user roles, integrations and reporting needs. Freelance professionals can work remotely with distributed teams or join on-site workshops in Germany when process mapping and stakeholder alignment benefit from direct collaboration. They should leave behind tested configurations, runbooks and knowledge transfer.
What strong specialists bring
Look for professionals who can link customer processes to reliable Genesys configuration rather than treating the platform as a collection of screens. They validate call flows, failure paths, permissions, data protection controls and reporting logic before release. Experience with change management, testing and operational support is as important as hands-on platform knowledge.
Frequently asked questions
Curious about Genesys? Here are the answers that come up again and again.
Genesys is used to manage customer interactions across voice, email, chat, messaging and other digital channels. Companies use it for routing, IVR, self-service, workforce processes, reporting and coordinated customer journeys.
Genesys Cloud CX is often compared with platforms such as Salesforce Service Cloud Voice, NICE CXone and Amazon Connect. The right choice depends on channel coverage, CRM integration, routing depth, workforce features, operating model and the organization’s existing environment.
A strong Genesys specialist usually understands CRM integration, SIP and telephony, APIs, identity management, webhooks and reporting. Knowledge of Salesforce, Microsoft Dynamics 365, ServiceNow, cloud networking and contact center operations can be valuable depending on the project.
The required depth depends on the scope. A small flow change may need configuration expertise, while a migration to Genesys Cloud CX, complex routing design or multi-region integration calls for a specialist who has handled comparable delivery and production support work.
Yes, many Genesys projects can be delivered remotely through structured workshops, shared documentation and secure access. On-site sessions in Germany can still help with process discovery, training and alignment between customer service, IT and business stakeholders.
Ask for examples of relevant Genesys configurations, migrations or integrations and discuss how the specialist tests routing, permissions, failure handling and reporting. A good professional can explain trade-offs clearly and provide a practical delivery plan.
Genesys can integrate with many CRM, identity and telephony environments through connectors, APIs, SIP, WebRTC and event-based interfaces. The specialist should first confirm data ownership, authentication, call control requirements and limits in the existing systems.
A quality Genesys implementation reflects real customer journeys, not only the happy path. It includes tested queues, escalation rules, permissions, resilience, reporting and clear operational documentation so teams can maintain the environment after launch.
The average hourly rate of freelancers in Germany who have used Genesys in their recent projects is 117 €, which corresponds to a daily rate of about 938 € based on an 8-hour working day.
Of the freelancers in Germany who have used Genesys in their recent projects, 64% hold at least a Bachelor's degree, 27% hold at least a Master's degree, and 18% hold a doctorate.
On average, freelancers in Germany who have used Genesys in their recent projects have 27 years of professional experience, with a single engagement typically lasting around 2.5 years.
The most common languages among freelancers in Germany who have used Genesys in their recent projects are English (100%), German (93%), and French (36%).
The most common industries among freelancers in Germany who have used Genesys in their recent projects are Information Technology (93%), Insurance (79%), and Banking and Finance (71%).
The most common business areas among freelancers in Germany who have used Genesys in their recent projects are Information Technology (93%), Product Development (86%), and Project Management (79%).
Main locations of FRATCH Experts, who have recently used Genesys
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin Hamburg Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg Request a free demo
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Philipp Thomaschewski
FRATCH CEO
