Job Title: Genesys Cloud Contact Center

Location: EU Remote

Employment type: Contract

Skills required

Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.
Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.
Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.
Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.
Provide Tier 3 support during critical incidents as necessary
Participate and lead ongoing technology research and strategic planning for contact center services
Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required
Flexibility to work across different time zones
Resource should be flexible for working in NA Shift Projects as well.

Roles & Responsibilities

Resolving incident cases.
Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
Incident tracking to ensure continuity across shifts.
Vendor management with PSTN Service provide, OEM for resolution of tickets.
Coordination of communication bridges during major outages
Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
Adhering to defined SLAs
Handling tickets / requests
Troubleshooting technical issues
Ensuring that defined processes are adhered to
Report regularly concerning key counters and measures of the voice network through health checks
Genesys Release Management

Cloud Consultant

About this role