Genesys Cloud Engineer

Position Description

The Contact Centre SME/Consultant will be responsible for managing contact centre transformation solutions & deployments.

In this role the SME/Consultant will closely collaborate with business, infra & corporate security functions to deliver a robust, scalable and secured outcome driven solutions.

Responsibilities/Skills:

Must Have Skills

5+years of experience

• Hands-on delivery and solution experience with contact center solution, Genesys Cloud.

• IVR and ACD development experience

• Should have good understanding of Genesys Cloud Developer APIs and their usage.

• Experience with scripting languages like JS, NodeJS.

• Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.

• Good Understanding of contact center business operations, processes & transaction flows

• Understand security requirements, industry specific compliance & certification requirements

• Excellent verbal and written communication skills

Nice To Have

• Experience / exposure with other contact centre solutions like Amazon Connect, Nice inContact.

• Experience / exposure with leading CRM / case management solutions – Salesforce, MSD365,

• Oracle Peoplesoft, SAP C4C, Zendesk, ServiceNow, Jira, Freshdesk etc.

• Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes etc