Genesys L3 Consultant

Desccription;

 

• 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.

Certifications

• Genesys Cloud Admin (recommended)
• Genesys Cloud Architect (recommended)
• Genesys Cloud Scripting (recommended)
• Genesys Cloud Developer ( Added advantage)

Additional Preferred:

• Understanding Cisco UCCX Call Flows
• Migration experience to On-Prem to Cloud Contact Center
• Hands on Conversational IVR , Chat bat
• Understanding of Generative AI