Contact Center Solution Specialist

2 days ago

Ahmedabad, Gujarat, India beBeeContact Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title: Contact Center Solutions Engineer

About the Role:

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

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

The successful candidate will also assist with enhancing the Contact Center product portfolio, defining the product roadmap & direction based upon business requirements, business data, and market trends.

Key Responsibilities:

  • Design and Engineering Functions: Establish standards and blueprints for contact center solutions, ensuring new functionality aligns with standards and blueprints.
  • Operations and Maintenance: Manage operational run, enhancements, and platform changes to ensure seamless delivery of services.
  • Supplier Management: Monitor and manage supplier delivery to meet contractual obligations and performance standards.
  • IT Stakeholder Engagement: Support integrations, governance processes, and architecture/design with internal IT stakeholders.
  • Stakeholder Engagement: Share knowledge and best practices with country representatives and serve as a technical escalation resource.

Requirements:

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

  • 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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