Genesys Consultant
Genesys Consultant
Posted on :
14-07-2025
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1 Vacancy
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Job Description
Genesys Developer
Phoenix AZ
Long Term Contract
JD:
- Candidate must have Deep knowledge of call flows IVR skill-based routing omnichannel servicing and customer journey orchestration.
- Candidate must be able to :
- Assess the current Genesys architecture (InfoMart UCS GAAP SpeechMiner WFM Routing etc.) and design a migration roadmap to a CCaaS platform.
- Evaluate and recommend which components of Genesys should be migrated retired or replaced.
- knowledge of Routing Logic & WFM
- Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment.
- Guide team on migration and integration of WFM functionalities ensuring alignment with forecasting scheduling and intraday management requirements.
- Identify opportunities to enhance customer experience using AI-intent detection virtual assistants predictive routing sentiment analysis and more.
- Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy.
- Work closely with IT customer service operations business teams and external CCaaS vendors
- Participate in vendor evaluations and selection process for CCaaS and AI solutions
- Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact.
Thanks
Abhinov Dara
Employment Type
Full-time
Key Skills
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