Consultant- Genesys

Job Description:

you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles and Responsibilities:

• 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

• Deploy thorough understanding of Genesys Architecture/Framework:

  Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

• Ability to use technical exposure to contact center and overall customer service areas:

  In depth understanding of Genesys Cloud/Engage.
• Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
• Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
• Integration of Genesys cloud CX with enterprise systems
• Developing custom applications using Genesys platform SDK/APIs
• Work Experience related to CICD 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.