Genesys cloud contact center

2 weeks ago

Bengaluru, Karnataka, India Live Connections Full time

Exp : 10yrs to 15yrs

Job Title: Genesys Contact Center Engineer

Position Overview: The Genesys Cloud Contact Center Engineer will be responsible for the design, implementation, and maintenance of the Genesys Cloud Contact Center platform. The ideal candidate will have extensive experience with Genesys solutions and a strong understanding of contact center operations. This role involves working closely with stakeholders in multiple countries to ensure the contact center infrastructure delivers on the desired business outcomes and meets the evolving needs of the business community. This role will also assist with enhancing the Contact Center product portfolio, defining the product roadmap & direction based upon business requirements, business data, and market trends. Applicant will be responsible for partnering with our Genesys Cloud platform support provider to ensure solutions delivered align to Zurich's standards and business requirements.

Responsibilities:

  • Design and engineering functions – Work with our suppliers to establish and document standards and blueprints. Supports development and implementation activities, ensuring new functionality aligns with standards and blueprints.
  • Operations and maintenance – Working with our suppliers, helps with management of operational run, enhancements and platform changes. Supports operational functions including change, problem and incident management.
  • Provides support for supplier management – Monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Works with internal IT stakeholders to support integrations, governance processes and architecture/design.
  • Stakeholder engagement - Supports engagement to country representatives, working closely with the product delivery manager. Shares knowledge and best practices with our stakeholders and serves as a technical escalation resource where additional expertise is required.

Experience & Qualifications:

  • 3-5 years of experience working with Genesys Cloud contact center solutions including Genesys Cloud Architect, workforce engagement/management tools, digital channels, interaction analytics, and AI capabilities.
  • Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience may be considered.
  • Proven experience in designing and implementing contact center solutions.

Skills:

  • Genesys Cloud tools including Architect, Genesys Cloud Agent Scripter, Genesys Cloud CLI
  • Experience with JSON, RegEx, and restful API/web services.
  • Designing, creating and managing table-driven and dynamic workflows.

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