Senior Visual Workflow Specialist

2 days ago

Delhi, Delhi, India beBeeExperimenter Full time ₹ 15,00,000 - ₹ 25,00,000
Job Overview

We are supporting a strategic initiative to elevate customer experiences by implementing Visual Journey workflows, integrated with Genesys Cloud or NICE CXone platforms.

Key Responsibilities
  • Design, build, and deploy Visual Journey workflows to enhance self-service capabilities.
  • Integrate VJ workflows with ACD/IVR systems like Genesys Cloud or NICE CXone for a cohesive end-to-end customer experience.
  • Collaborate with stakeholders to understand journey requirements, call flows, and automation opportunities.
  • Optimize workflow performance and ensure accurate data capture to aid live agents during handoffs.
  • Troubleshoot and resolve technical issues related to platform integration and workflow execution.
Required Skills and Experience
  • 5+ years of experience in contact center technology implementation.
  • Proven hands-on experience with either Genesys Cloud or NICE CXone.
  • Strong background in ACD/IVR integration and workflow automation.
  • Demonstrated ability to design and deliver Visual Journey (VJ) workflows.
  • Experience in customer experience optimization, including contextual data capture and routing logic.

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