Genesys Cloud Manager

5 days ago

Bengaluru Gurugram Hyderabad, India Mount Talent Consulting Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Must have skills: Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Roles and Responsibilities:

  • Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
  • Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
  • Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
  • Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
  • Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

  • Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.

  • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage

  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  • Integration of Genesys cloud CX with enterprise systems
  • Developing custom applications using Genesys platform SDK/APIs

  • Work Experience related to CICD tools.

  • Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs

  • Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
  • Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Professional & Technical Skills:

  • Engineering Degree or MBA from a tier 1 institute
  • applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development

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