Senior Genesys Architect
Job Description:
We are looking for a hands-on Senior Genesys Architect to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. 15 years of overall IT experience. 10
Years of Hands-on experience with any of the Genesys i3 and Genesys PureCloud. 5
years of Hands-on experience with Genesys Cloud CX. Able to speak with clients to understand client requirements, propose Genesys based solution, and develop detailed architecture design. Experience in Assessment, Designing, Implementation of Genesys CX or Migration to Genesys CX from other contact center technologies or on-prem Genesys. Experience in Genesys Administration, Reporting, and Analytics. Experience in Genesys integration with CRM tools such as Salesforce, ServiceNow and other tools for Workforce Management and Quality Management. Expertise in setting up Omnichannel capabilities in Genesys (ex:
Call, Chat, Email and SMS). Experience in setting up Genesys components such as Queues, Call Flows, skill-based routing, security profiles, agent profiles, customer profiles, tasks etc. Hands-on with setting up IVR and call flows and optimizing them to reduce abandonment rate and improve customer experience. Hands-on with implementation of Speech Analytics both historical and real time, with Genesys Cloud Cx Hands-on with SAML based authentication and MFA enablement for Genesys Cloud Cx Good idea of identifying self-service options through IVR etc. Hands-on with embedding Genesys dialer into SaaS Applications like Salesforce, Zendesk, ServiceNow and custom Apps Hands-on with implementation of Virtual Agent (Amazon Lex, Google CCAI , Agent Assist, knowledge base, caller intent identification capabilities in Genesys. Experience in integrating Genesys with AWS Lambda or using Genesys Data action to get data from Database or API. Experience in integrating services such as Google CCAI, Sprinkler, Tenfold, Kore with Genesys Cloud Cx Experience in setting up 9-11 services is preferable Strong understanding of telephony concepts of PBX, CTR, ACD, IVR etcRoles & Responsibility/Day to Day task Configuring, Development of the following task on Genesys pure cloudo IVR call flow.o Voice Bot/ Self serviceo Routing, recording, QM & WFMo Agent Profileo Integration with application like Salesforce, ServiceNow, Zendesk etc.o Implementing & Testing of new features released from Genesys. Understand the requirement & create tech design doc/Low Level Design doc. Creating Demo/POC with use cases specific to Vertical/Customer Recommended Skills Administration Customer Experience Data Analysis Databases Knowledge Base Quality Management Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3s72z694m2msdm947h', 'ExternalApply-j3s72z694m2msdm947h'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
n
n
n Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
