Senior Principal Consultant – Genesys

3 weeks ago

Hyderabad, India Genpact Full time
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Senior Principal Consultant – Genesys / Amazon Connect Integration ArchitectWe are looking for a hands-on Senior Genesys

Architect

to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results

Responsibilities

·Seasoned candidate with substantial experience in IT Industry·Relevant Hands-on experience with any of the Genesys i3 and Genesys PureCloud·Hands-on experience with Genesys Cloud CX·Configuring, Development of the following task on Genesys pure cloudoIVR call flow.oVoice Bot/ Self serviceoRouting, recording, QM & WFMoAgent ProfileoIntegration with applications like Salesforce, ServiceNow, Zendesk etc.oImplementing & Testing of new features released from Genesys.·Understand the requirement & create tech design doc/Low Level Design doc.·Creating Demo/POC with use cases specific to Vertical/Customer·Able to speak with clients to understand client requirements, propose Genesys based solution, and develop detailed architecture design.·Experience in Assessment, Designing, Implementation of Genesys CX or Migration to Genesys CX from other contact center technologies or on-prem Genesys.·Experience in Genesys Administration, Reporting, and Analytics.·Experience in Genesys integration with CRM tools such as Salesforce, ServiceNow and other tools for Workforce Management and Quality Management.·Expertise in setting up Omnichannel capabilities in Genesys (ex: Call, Chat, Email and SMS).·Experience in setting up Genesys components such as Queues, Call Flows, skill-based routing, security profiles, agent profiles, customer profiles, tasks etc.·Hands-on with setting up IVR and call flows and optimizing them to reduce abandonment rate and improve customer experience.·Hands-on with implementation of Speech Analytics both historical and real time, with Genesys Cloud Cx·Hands-on with SAML based authentication and MFA enablement for Genesys Cloud Cx·Good idea of identifying self-service options through IVR etc.·Hands-on with embedding Genesys dialer into SaaS Applications like Salesforce, Zendesk, ServiceNow and custom Apps·Hands-on with implementation of Virtual Agent (Amazon Lex, Google CCAI , Agent Assist, knowledge base, caller intent identification capabilities in Genesys.·Experience in integrating Genesys with AWS Lambda or using Genesys Data action to get data from Database or API.·Experience in integrating services such as Google CCAI, Sprinkler, Tenfold, Kore with Genesys Cloud Cx·Experience in setting up 9-11 services is preferable·Strong understanding of telephony concepts of PBX, CTR, ACD, IVR etc

Qualifications we seek in you

Minimum Qualifications

·BE/BTECH/MCA·Must have proven record of service improvements and excellent customer relationship management.

Preferred Qualifications/ Skills

·Preferred experience in Genesys i3 and Genesys PureCloud·Experience in Assessment, Designing, Implementation of Genesys CX or Migration to Genesys CX from other contact center technologies or on-prem Genesys.·Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.·Hands-on with embedding Genesys dialer into SaaS Applications like Salesforce, Zendesk, ServiceNow and custom Apps·Hands-on with implementation of Virtual Agent (Amazon Lex, Google CCAI , Agent Assist, knowledge base, caller intent identification capabilities in Genesys.·Experience in integrating Genesys with AWS Lambda or using Genesys Data action to get data from Database or API.·Experience in integrating services such as Google CCAI, Sprinkler, Tenfold, Kore with Genesys Cloud Cx·

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