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
- 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 Client, MSD,
- Oracle Peoplesoft, SAP CC, Zendesk, ServiceNow, Jira, Freshdesk etc.
- Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes etc.
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