Genesys Cloud Contact Center (Level L3 )
Posted 7 days ago by Intuition IT Solutions Ltd
Negotiable
Undetermined
Undetermined
London
Summary: The role of Genesys Cloud Contact Center (Level L3) involves hands-on experience in migrating contact centers to Genesys Cloud CX, with a focus on configuration, support, and administration. The candidate will lead customer service operations assessments, implement multichannel self-service solutions, and provide Tier 3 support during critical incidents. Additionally, the position requires flexibility to work across different time zones and participate in ongoing technology research for contact center services.
Key Responsibilities:
- Experience in migrating contact centres to Genesys Cloud CX.
- Hands-on in Genesys Cloud enablement, configuration, and support.
- Experience working with Customer Service Operations and leading assessments/benchmarking.
- Implement multichannel self-service/IVR and Omni-Channel Orchestration Routing.
- Hands-on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues, etc.
- Experience in Genesys Cloud administration & application experience.
- Integrate Genesys APIs with 3rd party solutions and CRMs like Salesforce.
- 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.
- Perform some Genesys infrastructure maintenance work; some after-hours work is required.
- Flexibility to work across different time zones and in NA Shift Projects.
Key Skills:
- GCP certification (Mandatory).
- ITIL Foundation certification (Preferred).
- Experience in Genesys Cloud enablement and configuration.
- Knowledge of Customer Service Operations and contact center channels.
- Experience with Genesys Cloud/Engage suite.
- Hands-on experience with Genesys Architect/Composer/Designer.
- Knowledge of Genesys Framework Components and similar solutions.
- Experience with Genesys API integration with CRMs.
- Ability to assist with operational activities on Genesys Cloud CX.
- Strong problem-solving skills for critical incidents.
- Flexibility to work in different time zones.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Certification requirements:
- GCP (Mandatory)
- ITIL Foundation (Preferred)
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.