Genesys Cloud Manager

Must have skills: Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

Good to have skills: 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.)

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

• Use in depth understanding of Genesys Cloud/Engage

  : 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

• 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.

Professional & Technical Skills:

• Engineering Degree or MBA from a tier 1 institute
• applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development