Technical Expert

3 days ago

Anand, Gujarat, India beBeeContactCenter Full time ₹ 20,00,000 - ₹ 25,00,000
Key Roles and Responsibilities

The position entails the design, implementation, and upkeep of the Genesys Cloud Contact Center platform.

  • This role involves close collaboration with stakeholders in multiple countries to ensure that the contact center infrastructure fulfills desired business objectives and meets the evolving requirements of the business community.

Design and Implementation:

  • Work with suppliers to develop and document standards and blueprints.
  • Ensure new functionality aligns with established standards and blueprints.

Operations and Maintenance:

  • Collaborate with suppliers to manage operational run, enhancements, and platform changes.
  • Support operational functions including change, problem, and incident management.

Supplier Management:

  • Monitor and manage supplier delivery of services to ensure they meet contractual obligations and performance standards.

Stakeholder Engagement:

  • Engage with country representatives, working closely with the product delivery manager.
  • Share knowledge and best practices with stakeholders and serve as a technical escalation resource where 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.
  • 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 and Qualifications:

  • Proficiency in Genesys Cloud tools, including Architect, Genesys Cloud Agent Scripter, and Genesys Cloud CLI.
  • Experience with JSON, RegEx, and restful API/web services.
  • Ability to design, create, and manage table-driven and dynamic workflows.

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