Advanced Contact Center Solutions Specialist
1 dia atrás
Job Title:
We are seeking an innovative and experienced Genesys Cloud PS Consultant to join our technology development team. This role involves working on cutting-edge solutions and implementing advanced technologies aimed at enhancing user experiences.
Responsibilities:
- Act as the primary technical point of contact, providing high-quality consultancy on Genesys solutions to both customers and internal business teams.
- Design and deliver advanced end-to-end technical solutions for Genesys Cloud delivery projects, including conducting technical workshops, capturing technical requirements, and authoring and obtaining sign-off for technical design specifications.
- Perform in-depth analysis, combining complex technical and business challenges to derive effective solutions.
- Take ownership of establishing and maintaining the technical architecture for Genesys solutions, while implementing new technologies as needed.
- Modify Genesys system configurations to meet evolving business requirements and operational factors.
- Lead the planning and execution of new contact center technology deployments and system upgrades.
- Serve as the primary internal and external point of contact for all matters related to Genesys systems, including liaising with external vendors.
- Contribute to the seamless switchover of Genesys contact center systems to the production environment.
Qualifications:
- 5+ years of hands-on experience in maintaining and optimizing large, multi-site, complex contact center environments.
- 3+ years of experience in developing, implementing, and supporting Genesys Cloud solutions, ensuring seamless integration with business needs.
- Proven track record in developing and managing routing and IVR workflows using the Genesys Architect tool.
- In-depth knowledge of infrastructure planning, operations, design, deployment, and system lifecycle management to maintain high availability and performance.
- Strong understanding of business processes and their connection to customer experience technology, enabling optimized solutions.
- Comprehensive understanding of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing solutions, ensuring reliable and scalable communication networks.
What We Offer:
- Culture of Relentless Performance: Collaborate with a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance and language courses.
- Work From Anywhere Culture: Make the most of the flexibility that comes with remote work.
- Growth Mindset: Reap the benefits of a range of professional development opportunities, including certification programs, mentorship, and talent investment programs.
- Global Impact: Collaborate on impactful projects for top global clients and shape the future of industries.
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