Genesys Agent / Supervisor Dashboard Lead

Role Overview: You will be responsible for building Dashboards inside Genesys for agents to monitor their performance. Additionally, you will need to develop Dashboards for supervisors, managers, and directors. Your role will involve hands-on experience with Genesys Cloud and AI capabilities, direct experience with Co-pilot and NLP models, and proficiency in Cloud APIs and web services for integration with various business applications. Your solid understanding of cloud architecture and deployment best practices within a Genesys environment will be crucial to ensure security and scalability. You must demonstrate the ability to manage the full project lifecycle, from requirements gathering to deployment and post-launch support. Your expertise in Genesys reporting and analytics will be essential to measure Co-pilot's effectiveness and identify areas for improvement. Knowledge of healthcare data privacy regulations like HIPAA is required to ensure a secure and compliant Genesys environment. Strong technical troubleshooting skills will be necessary to resolve issues related to the Genesys platform, integrations, and infrastructure efficiently. Key Responsibilities: - Build Dashboards within Genesys for agents and other stakeholders - Utilize Genesys Cloud and AI capabilities effectively - Work with Co-pilot and NLP models - Integrate Cloud APIs and web services with business applications - Ensure security and scalability in a Genesys environment - Manage the full project lifecycle from requirements gathering to post-launch support - Utilize Genesys reporting and analytics for performance measurement - Ensure compliance with healthcare data privacy regulations - Provide technical troubleshooting support for Genesys platform and integrations Qualifications Required: - 5 to 8 years of relevant experience - Proficiency in Genesys Cloud and AI capabilities - Direct experience with Co-pilot and NLP models - Knowledge of Cloud APIs and web services - Understanding of cloud architecture and best deployment practices within a Genesys environment - Experience in project management and post-launch support - Familiarity with Genesys reporting and analytics - Understanding of healthcare data privacy regulations such as HIPAA - Strong technical troubleshooting skills Additional Details: The company is located in Mohali and offers facilities such as in-house meal facility, cab facility, and performance-based incentives. The work schedule is 5 days a week.,