Genesys Cloud Contact Center Solution Specialist

1 week ago

Erode, Tamil Nadu, India beBeeGenesys Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Title:

The role of Genesys Cloud Contact Center Engineer involves extensive experience with Genesys solutions and a strong understanding of contact center operations. This position requires 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.

Key Responsibilities:

  • Design and engineering functions – Collaborate with suppliers to establish and document standards and blueprints, ensuring new functionality aligns with these documents.
  • Operations and maintenance – Work with suppliers to manage operational run, enhancements, and platform changes, supporting 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.
  • Collaborates with internal IT stakeholders to support integrations, governance processes, and architecture/design.
  • Stakeholder engagement - Supports engagement with country representatives, working closely with the product delivery manager to share knowledge and best practices and serve as a technical escalation resource when additional expertise is required.

Required Skills and 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.

Benefits:

This role offers opportunities for professional growth and development, collaboration with experienced professionals, and involvement in complex projects that drive business outcomes.

Others:

The ideal candidate will possess excellent communication and problem-solving skills, be able to work independently and collaboratively, and demonstrate adaptability and flexibility in a dynamic environment.

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