6 Genesys Purecloud Jobs

Etraveli Group is a globally leading company specializing in tech solutions and fulfillment capabilities for online flight sales. The company aims to simplify complexity by connecting millions of flights and travelers worldwide, from search and selection to the entirety of the trip. Etraveli Group operates consumer online travel agency brands such as Mytrip, GoToGate, and Flight Network, and provides flight services to Booking.com. Additionally, strategic partnerships have been established with prominent companies like Skyscanner, Google Flights, and TUI. With a dedicated team of over 3000 professionals, Etraveli Group endeavors to make the world more accessible for customers while fostering growth opportunities for its employees. The company's headquarters are located in Sweden, with major offices in Greece, India, Canada, Poland, and Uruguay. Position: Mumbai / Pune **Duties & Responsibilities:** - Monitor queue level performance and report any significant deviations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. - Drive real-time management performance for in-house contact centers and vendors. - Implement skilling and priority changes for in-house contact centers and vendors. - Continuously monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. - Approve and schedule real-time exceptions accurately and in a timely manner, while creating relevant intraday reports. - Develop contingency plans for unexpected events, simulate different scenarios, and execute plans as necessary. - Conduct root cause analysis and propose operational actions. - Publish intraday reports and attendance updates regularly. - Recommend overtime requirements. - Fulfill ad-hoc data and analysis requests and provide regular reporting. - Work extensively on worksheets. **Requirements:** - Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst. - Excellent written and verbal communication skills. - Strong interpersonal skills to facilitate interaction across different geographic locations. - Proficiency in MS Office applications (MS Word, Excel) & Google Sheets. - Strong analytical skills. - Knowledge of WFM tools required. Experience with Genesys Purecloud is advantageous. - Possess good business acumen. - Education Qualification: Graduate in any stream.,

You will be joining Etraveli Group, a globally leading company in tech solutions and fulfillment capabilities for online flight sales. As a Scheduler (WFM), your primary responsibility will be to review forecasts and manage all scheduling activities from start to finish. This includes ensuring scheduling efficiency, timely release of schedules, coordinating with Operations for leave planning and scheduling inputs, as well as conducting analytics and data mining to generate suitable work patterns and shift activities. To excel in this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Proficiency in scheduling on Genesys Purecloud is essential, along with a strong business acumen and analytical skills for interpreting data. Effective written and verbal communication skills are required, as well as the ability to interact across different geographic locations. You should also be proficient in using MS Office applications such as Word, Excel, and Google Sheets. Your key responsibilities will include maximizing resource utilization for cost-effective scheduling, managing exceptions and changes in a timely manner, handling new hire processes and training tracking, optimizing schedules, tracking annual leave, ensuring schedule adherence, and monitoring non-call handling activities for efficient resource utilization and consistent service level achievement. In this role, you will work closely with Real-Time Analysts (RTAs) to ensure agent adherence and productivity, and perform any other responsibilities as assigned. Your contribution will play a crucial role in maintaining efficient operations and service delivery standards.,

As a Scheduler (WFM) at Etraveli Group, your primary responsibility will be to review forecasts and manage all scheduling related activities end to end. You will ensure scheduling efficiency, timeliness of schedule release, and coordinate with Operations for leave planner and scheduling inputs. Your role will involve analytics, data mining, generating suitable work patterns and shift activities, as well as tracking scheduling efficiency. To qualify for this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Experience with scheduling on Genesys Purecloud is required. You should possess good business acumen, be proficient in analytical interpretation of data, and have excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interactions. In this position, you will be responsible for maximizing efficient resource utilization for released schedules in a cost-effective manner. This includes managing holidays, voluntary time-offs, break planning, and optimizing Workforce Management tools. You will need to ensure sufficient coverage at all times to consistently meet requirements and make adjustments promptly for any exceptions or future changes. Other key responsibilities include completing new hire, leavers, and internal transfer processes, tracking training batches and learning curves for new hires, optimizing WFM schedules, maintaining annual leave records, and providing regular schedule adherence reporting for Operations. Additionally, you will work closely with Real-Time Analysts to ensure agent adherence and productivity, monitor non-call handling activities for efficient resource utilization, and perform any other assigned responsibilities. Join Etraveli Group's dynamic team of passionate professionals and contribute to making the world smaller for our customers while expanding opportunities for our people.,

As a Real Time Analyst (RTA) in our Workforce Management Team, you will be responsible for monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Your role will involve driving real-time management performance for In-house contact centers and Vendors, as well as overseeing skilling and priority changes. You will be expected to constantly monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. In this position, you will play a key role in approving and plotting real-time schedule exceptions, creating accurate intraday reports, and developing contingency plans for unexpected events. Your ability to conduct root cause analysis and provide operational actions will be crucial in maintaining operational efficiency. Additionally, you will be responsible for publishing intraday reports, attendance tracking, recommending overtime requirements, and fulfilling ad-hoc data analysis requests. To be successful in this role, you should have a minimum of 18 months of experience in a similar position with excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interaction, and proficiency in using MS Office applications, Google Sheets, and WFM tools is required. Experience working with Genesys Purecloud will be considered an added benefit, along with possessing good analytical skills and business acumen. The minimum education requirements for this position are an Undergraduate diploma or HSC pass (10+2). If you are someone who thrives in a fast-paced, dynamic environment and has a passion for optimizing real-time performance, we welcome you to apply for this exciting opportunity.,

You should have an understanding of configuring Genesys PureCloud and PureCloud BYOC Cloud. Design Genesys Architect flow using various Genesys tools, Google Dialog, and Voice Bots. Ensure proper coordination of software application design, development, testing, quality assurance, configuration, installation, and support to ensure smooth, stable, and timely implementation of work requests and issue resolution. Deep functional and technical understanding of APIs and related integration with external NLU services. Functional and technical understanding of building API-based integrations with Salesforce, MS Dynamics, etc. You should have 5 to 10 years of experience implementing multichannel self-service/IVR and Omni-Channel Routing Ige/PureCloud suite. Hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using Genesys Cloud Architect. Experience in Genesys Infrastructure including QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification. A Bachelor's Degree or equivalent in Computer Science, MIS, Engineering, or a directly related field is required, with a Master's Degree preferred. Ability to effectively communicate in both technical and business terms. Hands-on extensive experience in Genesys, Genesys Cloud platform. Ability to multitask, meet tight deadlines, shift and adjust work effort based on critical priorities and SLAs. Experience with Voice/Chat Bot technologies such as Genesys, Google DF, Lex, Nuance, etc. Generative AI experience is a plus. Key Skills required for this role include Genesys PureCloud, PureCloud BYOC Cloud, Genesys tools, Google Dialog, Voice Bots, QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification, and Generative AI. Location for this position is CHN. The minimum required experience is 6 years. The contact person for this role is RMG, and the email ID is RMG@SERVION.COM.,

Job Title: Genesys Developer Location : PAN India (Hybrid) 10+ years of development and Implementation experience with contact center solutions On-premises and Cloud. Genesys Cloud, Engage, NICE, Virtual Hold, Cloud computing (AWS, Azure), Containerization (Docker, Kubernetes). Configure and troubleshoot Genesys software and hardware components. Integrate Genesys with Third-party applications and Systems. Strong development experience with Genesys Framework including IVR development /Scripting, Routing, Strategy and Reporting. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies (Call Flow Debugging). Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Working Experience with eServices/Genesys Chat/Multimedia and GMS Callback Solutions. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Working experience on Major Genesys and NICE platform upgrades. Utilize Genesys cloud APIs, SDKs and tools to build integrations and extensions. Experience with Genesys products (PureCloud, Pure Engage, Pure Connect). Experience with call recording platforms (NICE, Genesys IR). Experience with Genesys Cloud APIs, SDKs and development tools. Knowledge on Genesys Cloud security features. Proficiency with programming languages (Java, Python, JavaScript). Roles & Responsibilities: Strong and confident knowledge in Contact Center network topology. Coordinate with other tech partners like Avaya, network partners and product vendors. Knowledge in Siebel CRM Application Integration. Familiar with Agile methodologies and related process. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies. Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Excellent problem-solving skills. Role & responsibilities Preferred candidate profile