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Assistant Vice President, Genesys Architect

2 months ago

Gurgaon, 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 Assistant Vice President, Genesys Architect

Be part of a new team creating innovative services to help big companies succeed. Focus on improving customer experience, attracting new customers, using social media effectively, and analyzing data. Lead the strategy for growing banking contact centers by creating technology solutions that modernize these centers and show clear business results. Be a leader in the market by securing big deals, sharing ideas with top executives, and expanding the business through partnerships and new ideas.

Responsibilities

• Configuring, Development of the following task on Genesys pure cloud

o IVR call flow.

o Voice Bot/ Self service

o Routing, recording, QM & WFM

o Agent Profile

o Integration with application like Salesforce, ServiceNow, Zendesk etc.

o Implementing & 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

Qualifications we seek in you

Minimum Qualifications / Skills

• Relevant years of overall IT experience.

• Minimum Years of Hands-on experience with any of the Genesys i3 and Genesys PureCloud.

• Minimum years of Hands-on experience with Genesys Cloud CX.

• Able to speak with clients to understand client requirements, propose Genesys based solutions, 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

• Strong understanding of telephony concepts of PBX, CTR, ACD, IVR etc.

•

Preferred Qualifications/ Skills

• Experience in setting up 9-11 services is preferable

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.