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Genesys Cloud Engineer

Genesys Cloud Engineer

NationsBenefits India

2 - 6 years

0 Lacs

hyderabad telangana

Posted:6 days ago| Platform: Shine logo

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Skills Required

agile itil process quality analysis agile methodology sip voip itil process identity access management genesys cloud cx unified communication ivr development waterfall methodology ivr solutions design ivr flows customization agent scripts design voice bot outbound campaign design integrationsapis telephony configuration reporting analytics intent mining topic management sbc integration pocs analytical dashboards automatic call distribution routing strategies

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Genesys Cloud Engineer, you will be responsible for Genesys Cloud IVR Development and Quality Analysis using Agile and Waterfall methodologies. Your role will be crucial in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support. Key Responsibilities: - Design and architect IVR solutions. - Develop and customize IVR flows. - Design and customize agent scripts. - Work with voice Bot. - Manage Outbound Campaign design. - Handle Integrations/APIs. - Monitor performance and troubleshoot issues. - Configure telephony SIP and VoIP. - Generate reports and analytics. - Analyze intent mining and manage topics. - Integrate SBC. - Follow ITIL processes for requirements. - Conduct POCs with new tools, Vendors, IVR requirements, and Optimization. - Prepare analytical dashboards and wallboards for contact center data. - Produce custom client reports and operational intelligence reports. - Manage Identity and Access. - Provide critical support (On-call interrupt). - Implement Automatic Call Distribution and Routing Strategies. Qualifications Required: - Minimum 2+ years of experience in Genesys Cloud Cx. - Knowledge in unified communication. - Familiarity with Agile and ITIL processes. - Excellent communication skills. - Strong problem-solving and decision-making abilities.,

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Genesys Cloud Engineer