Genesys Contact Center Implementation
2 days ago
Job Description:
Job Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency.
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will
Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
Use in depth understanding of Genesys Cloud: Ability to work in high-paced and complex projects.
Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate
Bring your best skills forward to excel at the role:
Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud.
o Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
o Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
o Integration of Genesys cloud CX with enterprise systems
o Developing custom applications using Genesys platform SDK/APIs
o Work Experience related to CI/CD tools.
Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
Must Have:
Genesys, Genesys Pure cloud, Genesys Cloud, Genesys Cloud CX
Should be certified and proficient in Telephony .
Good to Have: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Number of years experiences needed: 4-8 years
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