Contact Center Solution Designer

3 days ago

Vijayawada, Andhra Pradesh, India beBeeSolution Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title: Contact Center Solution Designer

This role involves working closely with stakeholders to ensure the contact center infrastructure meets evolving business needs and delivers desired outcomes.

Key Responsibilities:

  • Designing and engineering functions - Collaborate with suppliers to establish and document standards, ensuring new functionality aligns with existing blueprints.
  • Operational management - Work with suppliers to manage operational runs, enhancements, and platform changes, ensuring seamless delivery of services.
  • Supplier performance monitoring - Monitor and manage supplier delivery to ensure they meet contractual obligations and performance standards.
  • Integration support - Collaborate with internal IT stakeholders to support integrations, governance processes, and architecture/design.
  • Stakeholder engagement - Engage with country representatives, sharing knowledge and best practices, and serving as a technical escalation resource when needed.

Qualifications and Skills:

  • 3-5 years of experience working with Genesys Cloud contact center solutions, including 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.

Technical Requirements:

  • 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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