Contact Center Solutions Expert

5 days ago

Pune, Maharashtra, India beBeeContactCenter Full time ₹ 18,00,000 - ₹ 25,00,000
Job Overview

As a Contact Center Engineer, you will be responsible for designing, implementing, and maintaining contact center solutions. The ideal candidate has extensive experience with Genesys solutions and a strong understanding of contact center operations.

Key Responsibilities:
  1. 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 with management of operational run, enhancements, and platform changes.
  • Supports operational functions including change, problem, and incident management.
Supplier Management:
  • Monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
Internal IT Stakeholders:
  • Works with internal IT stakeholders to support integrations, governance processes, and architecture/design.
Stakeholder Engagement:
  • Supports engagement to country representatives, working closely with the product delivery manager.
  • Shares knowledge and best practices with stakeholders and serves as a technical escalation resource where additional expertise is required.
Requirements:
  1. 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.
  2. Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
  3. Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience may be considered.
  4. Proven experience in designing and implementing contact center solutions.
Skills:
  1. Genesys Cloud tools, including Architect, Genesys Cloud Agent Scripter, Genesys Cloud CLI.
  2. Experience with JSON, RegEx, and RESTful API/web services.
  3. Designing, creating, and managing table-driven and dynamic workflows.

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