Contact Center Solution Expert

1 day ago

Ajmer, Rajasthan, India beBeeCloud Full time ₹ 12,00,000 - ₹ 22,00,000
Job Title: Genesys Cloud Contact Center Specialist

The ideal candidate will have extensive experience with Genesys solutions and a deep understanding of contact center operations.

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

Key Responsibilities:
  • Design and Engineering Functions: Collaborate with suppliers to establish and document standards and blueprints.
  • Operations and Maintenance: Work with suppliers to manage operational runs, enhancements, and platform changes.
  • Supplier Management: Monitor and manage delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Internal Stakeholder Engagement: Support integrations, governance processes, and architecture/design with internal IT stakeholders.
  • Country Representation: Engage with country representatives, working closely with the product delivery manager.

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.

Desirable 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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