Hiring_ Genesys_ Analyst/Consultant/Manager/Senior Manager

Job Title - GN - SONG - Service - Genesys  Analyst/Consultant/Manager/Senior Manager Management Level: 11,9,7 & 6Location: Bengaluru, Mumbai , Hyderabad, Pune, Gurugram, Chennai Must-have skills:

• Functional Experience

  : Develop and execute the contact center strategic initiatives including  AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs

• Industry Experience

  : Experience & Specialization in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources.

• Understand market and customer challenges:

   Create business case and strategic transformation roadmap based on industry & market trends.

• Help sell and deliver Genesys contact center solutions to clients:

  Product overview, Partner readiness support, pricing, documentation, first call presentations

• Drive Partner support activities:

   A strong focus on nurturing deeper, more strategic relationships with key parties

• Develop requirements based on leadership input:

  Performance/Status reporting, Problem Solving and Conflict Management

Bring your best skills forward to excel at the role:

• Experience working with Customer Service Operations:

   Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:

  Experience in Genesys Cloud/Engage suite.

• In-depth knowledge and know-how of Customer Service Operations:

  Cross-industry experience, functional and hands on experience on Voice , Digital (SMS, Email, Chat etc.) , WFM, Predictive Routing  and Analytics applications

• Proactively identifying customer needs through a functional and technical benefits assessment:

  Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

• Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:

   This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO

• Experience in Genesys Cloud administration & Solution experience:

  Use Genesys Architect/Composer/Designer, Genesys WFM, Pointillist , Genesys Cloud Models , Genesys Predictive Routing and Engagement.

Your experience counts!

• A minimum 3 to 16 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In-depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.
• Functional and hands on experience on Voice and Digital (SMS, Email, Chat etc.) applications solutioning
• Experience in leveraging Genesys product suite to automate customer service processes, enhance CX/AX & provide value based outcomes