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.