Highlights:
6.00 – 10.00 Years
15.00 – 40.00 INR (Lacs)/Yearly
Full-time
Full-time
Skills
Genesys Cloud
Roles & Responsibility
- 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.
Requirements
Job Title – Genesys_Level 9-Consultant
Management Level: Level 9-Consultant
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
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.)
Experience: 5-8years
Educational Qualification: Engineering Degree or MBA from a tier 1 institute