Cloud-Based Contact Center Solution Specialist

7 days ago

Surat, Gujarat, India beBeeContactCenter Full time ₹ 80,00,000 - ₹ 1,20,00,000
Genesys Cloud Contact Center Engineer

This is a pivotal role in the design, implementation and maintenance of the Genesys Cloud Contact Center platform.

Key responsibilities include:

  • Design and Engineering: Work closely with stakeholders to establish and document standards and blueprints for new functionality. Collaborate with suppliers to ensure that all changes align with existing infrastructure.
  • 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 delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Internal IT Stakeholder Engagement: Support integrations, governance processes and architecture/design working closely with country representatives and product delivery managers.

Requirements include:

  • 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 related field. Equivalent work experience may be considered.

Preferred skills include:

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

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