Genesys L3 Consultant

L3 should have overall 8+ years of experience in Genesys Contact Centre

Extensive experience in troubleshooting of Genesys Cloud CX platform, break fix and Incident management

Designs, develops, and implement Contact Center IVR applications and migrate Cisco UCCX contact center applications to Genesys Cloud CX platform

Good understanding and hands on SBC’s (Cisco Cube / Oracle)

Responsible for configuration of all service requests, development of new flows, data integrations ( Service Now, Salesforce…etc.) , and technical documentation including designs and handoff materials, Capacity, and queue management

Development experience of new features in IVR/Routing Work with Product Owners, business analyst to develop technical solutions

Responsible for development, tests/debug programs, and maintains/supports deployed interfaces

Implementation of API / Web Service integrations and experience in Rest, Soap, JSON

Responsible for development, tests/debug call flows, and maintains/supports deployed projects

Responsible for maintaining run books, Knowledge Bank, and documentations for projects

Experience in reporting and analytics of Genesys Cloud contact center platforms

At least 3 + years of development experience in Genesys Cloud CX platform

Resource who is aware of Contact center day to day production work and understand the call flows in IVR and Genesys world

Strong Engineering and Software development knowledge, Hands on experience on automating manual efforts in contact center domain