Genesys Cloud Engineer

2 days ago

Hyderabad, India NationsBenefits, LLC Full time

About NationsBenefits:At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain Job Role: Genesys Cloud Engineer Qualifications: • Minimum 2+ Years of experience in Genesys cloud Cx • Knowledge in unified communication • Familiar with Agile and ITIL Process • Excellent communication skills • Problem-solving and decision-making abilities. Description: Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology. Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support. Responsibilities: • Design and architect IVR solutions. • Develop and customize IVR flows. • Designing and Customizing agent scripts • Working with voice Bot • Outbound Campaign design and management • Integrations/API's • Monitoring performance and troubleshooting • Handling telephony configuration SIP and VoIP • Monitoring performance and troubleshooting • Reporting and Analytics • Analyzing intent mining • Topic Management • SBC Integration • Following ITIL process to work on requirement. • POC's with new tools and Vendors • POC's with IVR requirements and Optimization • Preparing analytical dashboards and wallboards for contact center data as per business needs • Producing custom client reports and operational intelligence reports • Identity and Access management • Critical support (On call interrupt) • Automatic Call Distribution and Routing Strategies

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