Genesys Cloud CX

The role works as a bridge between business teams and technical configurations ensuring that modifications align with operational requirements and platform best practices.

• Work with business stakeholders to understand functional requirements and system issues.
  
• Analyze call flows and routing logic to identify bottlenecks or inefficiencies.
  
• Review performance insights and identify areas for process optimization.
  
• Document technical changes and update stakeholders as needed.
  
• Provide knowledge on platform capabilities to guide business decisions.
  

Manage and configure platform components including:

• Queues
  
• Architect call flows
  
• Schedules
  
• Routing Profiles
  
• Permissions
  
• Handle user provisioning and role-based access control.
  
• Support contact center setup and ongoing maintenance in alignment with business needs.
  

• Develop and maintain IVR workflows using Genesys Architect.
  
• Update and optimize call flow logic based on requirements and platform standards.
  
• Implement integrations with external systems through web services APIs or AWS Lambda functions.
  

• Monitor system health and performance using Genesys Analytics.
  
• Investigate issues such as long wait times abandoned calls and misrouted interactions.
  

• 8 years of experience working with Genesys Cloud CX.
  
• Bilingual skilled resources (English Japanese N2 Level).
  
• Exposure to AI chatbots and NLP programming.
  
• Good understanding of Python as there are batch jobs which needs to be maintained.
  
• Able to work in two weeks sprints.
  
• Understanding of FSC (financial services cloud) and Voice cloud.
  
• Expertise in configuring and administering Genesys components (e.g. Architect routing skills queues).
  
• Experience creating and troubleshooting Architect call flows.
  
• Basic proficiency in scripting/programming for integrations ( Python or AWS Lambda).
  
• Familiarity with REST APIs Data Actions and integration points.
  
• High-level knowledge around Genesys reporting for Contact Center.
  

• 3 to 5 years of experience across multiple platforms (NICE Genesys AWS Connect etc.).
  

• 8 years of experience working with Genesys Cloud CX.
  
• Bilingual skilled resources (English Japanese N2 Level).
  
• Exposure to AI chatbots and NLP programming.
  
• Good understanding of Python as there are batch jobs which needs to be maintained.
  
• Able to work in two weeks sprints.
  
• Understanding of FSC (financial services cloud) and Voice cloud.
  
• Expertise in configuring and administering Genesys components (e.g. Architect routing skills queues).
  
• Experience creating and troubleshooting Architect call flows.
  
• Basic proficiency in scripting/programming for integrations ( Python or AWS Lambda).
  
• Familiarity with REST APIs Data Actions and integration points.
  
• High-level knowledge around Genesys reporting for Contact Center.
  

• 3 to 5 years of experience across multiple platforms (NICE Genesys AWS Connect etc.).