Contact Center Solution Specialist

1 week ago

Thiruvananthapuram, Kerala, India beBeeSolution Full time ₹ 1,70,00,000 - ₹ 2,30,00,000

Job Title: Contact Center Solution Specialist

About the Role:

We are seeking a skilled Contact Center Solution Specialist to join our team. In this role, you will be responsible for designing and implementing contact center solutions that meet our customers' needs.

Key Responsibilities:

  • Design and Engineering Functions: Establish standards and blueprints with suppliers to ensure new functionality aligns with these documents.
  • Operations and Maintenance: Work with suppliers to manage operational run, enhancements, and platform changes.
  • Supplier Management: Monitor and manage delivery of services provided by suppliers to meet contractual obligations and performance standards.
  • Integration and Governance: Support integrations, governance processes, and architecture/design with internal IT stakeholders.
  • Stakeholder Engagement: Support engagement with country representatives, share knowledge and best practices, and serve as a technical escalation resource.

Requirements:

  • 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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