Genesys Cloud specialist
Genesys Cloud specialist
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Job Description
Position Description:
We are currently seeking a highly skilled Genesys cloud Solution Architect with experience in design and implementation of Genesys cloud contact center solutions. We are seeking the best problemsolvers ideamakers and highenergy professionals for our fastgrowing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.
Your future duties and responsibilities:
PreSales & Implementation:
Assist with needs assessment and solution design for Genesys Cloud
Conduct product demonstrations and training for customers
Develop and implement Genesys Cloud configurations based on the specific requirements of the customers. This includes setting up contact flows queues and other system parameters.
Integrate Genesys Cloud with thirdparty applications to ensure seamless communication and data flow. This may involve working with APIs and other integration tools.
Create and maintain documentation related to Genesys Cloud configurations processes and procedures. This is crucial for knowledge transfer and compliance.
Provide training and support to endusers and administrators on how to use Genesys Cloud effectively. This includes creating documentation and conducting training sessions.
Support & Optimization:
Provide technical support to customers using Genesys Cloud
Troubleshoot and resolve Genesys Cloud issues related to Genesys Cloud functionality. This involves troubleshooting technical problems and collaborating with technical support teams when necessary.
Monitor and analyze Genesys Cloud performance data and generating reports to assess the efficiency and effectiveness of Genesys Cloud solutions. Analyzing data to make recommendations for improvements.
Recommend and implement optimization strategies and proactively identify opportunities for improvement in Genesys Cloud solutions and recommending enhancements to optimize performance and user experience.
Required qualifications to be successful in this role:
Minimum 510 years of experience working with various Contact Centers / Telephony platforms.
Experience of IVR development
Ideally 3 years of experience working with Genesys Cloud/ Genesys PureCloud.
Deep knowledge of Genesys Cloud
oGlobal configuration (Data Tables)
oKnowledge of different deployment types (BYOC BYOD Edge Hybrid etc...
oContact center configuration
oTelephony configuration
oIVR development in Architect
oData actions
oScreen Popups (Scripts)
oWebchat widgets deployment
oEmail routing
Experience of integrating Genesys Cloud with other systems (CRM Ticketing system Webservices etc...
Good communication skills
Good written skills (ability to create solution diagrams requirements documents knowledgebase articles)
Good analytical skills
Experience using Agile methodologies
Preferred Qualification:
Genesys Cloud Certified Professional
Assets:
Knowledge of one of the AI Chatbot platforms (Google Dialogflow Amazon Lex Nuance etc...
Knowledge of one of the scripting or programming languages (Powershell Bash Python SQL...
Knowledge of Amazon Web Services (AWS) related to Genesys Cloud
Knowledge of at least one of the major vendors in contact center world (Avaya Cisco Genesys PureConnect Amazon Connect 8x8 Five9 Nice...
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills:
- English
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equalopportunity employer we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process please let us know. We will be happy to assist.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
