Cloud Solutions Expert

3 hours ago

Vellore, Tamil Nadu, India beBeeengineer Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Genesys Cloud Contact Center

Overview of the Role

The Genesys Cloud Contact Center Engineer will be responsible for designing, implementing, and maintaining the Genesys Cloud Contact Center platform. This role involves working closely with stakeholders across multiple countries to ensure the contact center infrastructure meets business needs.

Key Responsibilities:

  • Design and Engineering Functions: Establish standards and blueprints with suppliers, ensuring new functionality aligns with these standards.
  • Operations and Maintenance: Work with suppliers to manage operational run, enhancements, and platform changes, supporting operational functions including change, problem, and incident management.
  • Supplier Management: Monitor and manage supplier delivery to ensure they meet contractual obligations and performance standards.
  • Internal IT Stakeholder Support: Collaborate on integrations, governance processes, and architecture/design.
  • Stakeholder Engagement: Support engagement with country representatives, sharing knowledge and best practices, and serving as a technical escalation resource when needed.

Requirements

  • 3-5 years of experience 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.

Desirable Skills

  • Genesys Cloud tools, including Architect, Genesys Cloud Agent Scripter, and 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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