Cloud Contact Center Solutions Expert

2 days ago

Vizag, Andhra Pradesh, India beBeeContactCenter Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Description:

We are seeking an experienced professional to join our team as a Cloud Contact Center Engineer. This role will involve designing, implementing, and maintaining the Genesys Cloud Contact Center platform.

The ideal candidate will have extensive experience with Genesys solutions and a strong understanding of contact center operations. They will be responsible for 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.

This role will also assist with enhancing the Contact Center product portfolio, defining the product roadmap & direction based upon business requirements, business data, and market trends.

  • 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.
  • Provides support for supplier management – Monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • 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.

Key Responsibilities:

  1. Develop and implement cloud-based contact center solutions
  2. Maintain and enhance existing contact center platforms
  3. Collaborate with cross-functional teams to deliver business outcomes
  4. Support the development and implementation of new technologies
Requirements:

To succeed in this role, you will need:

  • 3-5 years of experience working with Genesys Cloud contact center solutions.
  • 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.
Skills:

You will need to possess the following 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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