Genesys Solution Consultant - IVR

Key Responsibilities

• Lead and execute end-to-end Genesys Cloud implementations, upgrades, and migrations for various clients.
• Conduct detailed technical workshops and discovery sessions to gather and document client business and technical requirements.
• Design, develop, and optimize sophisticated IVR (Interactive Voice Response) and Call Flow designs to enhance customer experience and operational efficiency.
• Act as the primary technical liaison between the client's stakeholders and the internal delivery team.
• Translate complex technical features of the Genesys Cloud platform into clear, compelling business solutions and value propositions.
• Configure, test, and troubleshoot Genesys Cloud features, including routing, reporting, integrations, and customization.
• Provide subject matter expertise and technical guidance to sales, project management, and support teams.
• Develop comprehensive technical documentation, solution architecture diagrams, and knowledge transfer materials.
  

Qualifications & Must-Haves

• Experience : 7+ years of progressive experience in contact center technology, with a strong focus on implementation.
• Genesys Expertise : Mandatory Genesys Cloud implementation experience.
• Genesys Certified Professional (GCP) certifications are a significant plus.
• Design Skills : Extensive, hands-on experience with IVR and Call Flow Design, including Architect flows, expressions, data dips, and integrations.
• Client Skills : Strong customer-facing and consulting skills; demonstrated ability to lead technical discussions, manage client expectations, and present solutions to both technical and non-technical audiences.
• Technical Acumen : Deep understanding of contact center operations, telephony, reporting, integrations (APIs, CRM), and best practices.
  

Location & Employment Details :

• Location : Hyderabad, Visakhapatnam, or Remote (based on candidate profile and business needs).
• Employment Type : Full-Time