Location: Remote
Duration: Longterm
POSITION OVERVIEW :
• Hands-on experience with Genesys Engage
• Hands-on experience with Genesys Cloud CX
• Experience in Design, Build, Implementation and Migration to Genesys Cloud Cx.
• Have an experience of Genesys in Administration, implementation, Reporting and Analytics, WFM and QM integration
• Expertise in setting up Omni Channel capabilities in Genesys through Call, Chat, Email and SMS.
• Hands-on with implementing Genesys and its functional components such as Queues, Call Flows, skill based routing, security profiles, customer profiles, tasks etc.
• Hands-on with setting up IVR and call flows and optimizing them to reduce abandonment rate and improve customer experience.
• Hands-on with implementation of Speech Analytics both historical and real time, with Genesys Cloud Cx
• Hands-on with SAML based authentication and MFA enablement for Genesys Cloud Cx
• Good idea of identifying self-service options through IVR etc.
• Hands-on with embedding Genesys dialer into SaaS Applications like Salesforce, Zendesk, ServiceNow and custom Apps
• Hands-on with implementation of Virtual Agent, Agent Assist, knowledge base, caller intent identification capabilities in Genesys.
• Experience in integrating Genesys with AWS Lambda or using Genesys Data action to get data from Database or API.
• Experience in integrating services such as Google CCAI, Sprinkler, Tenfold, Kore with Genesys Cloud Cx
• Experience in setting up 9-11 services is preferable
• Strong understanding of telephony concepts of PBX, CTR, ACD, IVR etc Qualifications we seek in you! Minimum Qualifications
• Flexible to work in shifts. • Graduated in B.E/BTech or any equivalent degree.
• Good Communication skills. • Good email writing skills
• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field Preferred qualifications Very good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem solving ability, interpersonal efficiency, and positive attitude Knowledge of ITIL Service Management framework
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Open for video interview |
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