Genesys Cloud Contact Center Career Opportunity

16 hours ago

Mumbai, Maharashtra, India beBeeGenesys Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Genesys Cloud Contact Center Professional

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.

We are seeking a skilled professional to join our team at a leading organization. The successful candidate will be responsible for the design, implementation, and maintenance of the Genesys Cloud Contact Center platform.

Key Responsibilities:

  • Design and Engineering Functions: Work with suppliers to establish and document standards and blueprints. Supports development and implementation activities, ensuring new functionality aligns with standards and blueprints.
  • Operations and Maintenance: Working with suppliers, helps manage operational runs, enhancements, and platform changes. Supports 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.
  • Stakeholder Engagement: Supports engagement with country representatives, working closely with product delivery managers. Shares knowledge and best practices with stakeholders and serves as a technical escalation resource where additional expertise is required.

Experience & Qualifications:

  • 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 a related field. Equivalent work experience may be considered.
  • Proven experience in designing and implementing contact center solutions.

Required 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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