Genesys Cloud Contact Center Specialist

2 days ago

Davangere, Karnataka, India beBeeContactCenter Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Job Overview:

We are seeking an experienced Genesys Cloud Contact Center Specialist to design, implement, and maintain the Genesys Cloud Contact Center platform.

About the Role:

This role involves working closely with stakeholders in multiple countries to ensure the contact center infrastructure delivers on desired business outcomes and meets evolving needs of the business community.

Key Responsibilities:

  • Contact Center Design and Engineering: Collaborate with suppliers to establish standards and blueprints, supporting development and implementation activities to ensure new functionality aligns with standards and blueprints.
  • Contact Center Operations and Maintenance: Work with suppliers to manage operational run, enhancements, and platform changes, supporting operational functions including change, problem, and incident management.
  • Supplier Management: Monitor and manage delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Internal IT Stakeholder Engagement: Support integrations, governance processes, and architecture/design with internal IT stakeholders.
  • Stakeholder Engagement: Engage with country representatives, share knowledge and best practices with stakeholders, and serve as a technical escalation resource when additional expertise is required.

Requirements:

  • A minimum of 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.
  • A Bachelor's degree in Computer Science, Information Technology, or a related field, or 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

The Ideal Candidate:

Our ideal candidate will have a strong understanding of contact center operations and a proven track record of designing and implementing successful contact center solutions. If you are passionate about delivering exceptional customer experiences and have a knack for staying up-to-date with industry trends, we encourage you to apply.

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