Contact Center Solutions Expert

11 hours ago

bangalore, India beBeeGenesys Full time

Genesys Contact Center SpecialistWe are seeking an experienced professional to join our team as a Genesys Contact Center Specialist. This is an exciting opportunity to work with cutting-edge technology and contribute to the success of our organization.Job Description:The successful candidate will be responsible for designing, implementing, and managing Genesys contact center solutions. This includes routing strategies, IVR applications, agent desktops, and reporting.Key responsibilities include providing expert support and troubleshooting for Genesys platform issues, ensuring high availability and performance. The ideal candidate will also collaborate with business stakeholders to gather requirements and translate them into technical Genesys solutions.In addition, the successful candidate will optimize Genesys system performance through proactive monitoring, tuning, and problem resolution. They will also integrate Genesys with CRM systems, ticketing tools, and other enterprise applications to streamline workflows.Furthermore, the candidate will develop and maintain comprehensive documentation for Genesys configurations, processes, and best practices. They will also support and adhere to IT Service Management (ITSM) processes such as Incident Management, Problem Management, Change Management, and Release Management.Required Skills and Qualifications:Proven experience with Genesys platform components and architecture (e.g., PureConnect, PureEngage, Genesys Cloud)Strong understanding of contact center operations and technologies (ACD, IVR, CTI, WFM, QM)Familiarity with database technologies (e.g., SQL Server, Oracle) and reporting toolsKnowledge of IT Service Management (ITSM) frameworks like ITILExcellent troubleshooting and analytical skills for complex technical issuesStrong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholdersAbility to manage multiple priorities in a fast-paced environmentGenesys certifications are a significant plusBenefits:Opportunity to work with cutting-edge technologyCollaborative and dynamic work environmentProfessional development and growth opportunitiesCompetitive compensation and benefits packageOthers:Please note that this job description may be subject to change based on business needs. We are an equal opportunities employer and welcome applications from diverse candidates.To apply, please submit your resume and cover letter to [insert contact information].We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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