Contact Center Solutions Specialist

4 days ago

Aurangabad, Maharashtra, India beBeeSolution Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title

A Contact Center Solution Expert

Description:

The role involves designing, implementing, and maintaining the Genesys Cloud Contact Center platform. This requires collaboration with stakeholders across multiple countries to ensure the contact center infrastructure aligns with business objectives.

  • Key Responsibilities:
    • Design and Engineering:
      • Develop standards and blueprints in consultation with suppliers.
      • Evaluate new functionality to ensure alignment with established standards and blueprints.
    • Operations and Maintenance:
      • Manage operational activities, enhancements, and platform changes.
      • Support operational functions, including change, problem, and incident management.
    • Supplier Management:
      • Monitor and manage delivery of services provided by suppliers to meet contractual obligations and performance standards.
    • Internal Stakeholder Engagement:
      • Support integrations, governance processes, and architecture/design.
      • Engage with country representatives, share knowledge, best practices, and serve as a technical escalation resource.

Requirements:

  • A minimum of 3-5 years of experience 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.
  • Proven experience in designing and implementing contact center solutions.

Technical Skills:

  • Proficiency in Genesys Cloud tools, including Architect, Agent Scripter, and 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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