Cloud Contact Center Expert

3 days ago

Hyderabad, Telangana, India beBeeCloudContactCenter Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: Cloud Contact Center Professional

The Role Overview:

We seek an experienced professional with in-depth knowledge of Genesys solutions to join our team. The ideal candidate will have a proven track record of delivering high-quality contact center infrastructure and collaborating with stakeholders worldwide.

Responsibilities:

  • Contact Center Design and Engineering:
  • Work closely with suppliers to establish and document standards and blueprints, ensuring new functionality aligns with these guidelines.
  • Operational Management:
  • Manage operational run, enhancements, and platform changes, supporting operational functions including change, problem, and incident management.
  • Supplier Management:
  • Monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Integration and Governance:
  • Collaborate with internal IT stakeholders to support integrations, governance processes, and architecture/design.
  • Stakeholder Engagement:
  • Support engagement with country representatives, working closely with the product delivery manager, sharing knowledge and best practices with stakeholders, and serving as a technical escalation resource where additional expertise is required.

Qualifications and Experience:

  • 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. 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
About Us:

Our organization seeks professionals who are passionate about delivering exceptional customer experiences through innovative technology solutions.

We offer a collaborative work environment, opportunities for growth and development, and a chance to make a meaningful impact on our customers' lives.

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