
Contact Center Platform Optimizer
2 days ago
Optimize Customer Interactions
Job Description:- Design, implement, and maintain a robust contact center platform to deliver exceptional customer experiences.
- Collaborate with global stakeholders to drive business outcomes and meet evolving needs.
- Design Engineering: Establish standards and blueprints with suppliers to ensure new functionality aligns with documents.
- Operations and Maintenance: Manage operational run, enhancements, and platform changes in collaboration with suppliers.
- Supplier Management: Monitor delivery of services by suppliers and ensure they meet contractual obligations and performance standards.
- IT Stakeholder Engagement: Support integrations, governance processes, and architecture/design.
- Stakeholder Engagement: Engage with country representatives, share knowledge, and serve as a technical escalation resource.
- 3-5 years of experience working with Genesys Cloud contact center solutions.
- Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proficient in Genesys Cloud tools including Architect, Agent Scripter, CLI.
- Experience with JSON, RegEx, and restful API/web services.
- Expertise in designing, creating, and managing table-driven and dynamic workflows.
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