Genesys Cloud Contact Center (Level L3 )
Posted 4 days ago by Intuition IT Solutions Ltd
Negotiable
Undetermined
Undetermined
London, UK
Summary: The role of Genesys Cloud Contact Center (Level L3) involves hands-on expertise in migrating contact centers to Genesys Cloud CX, including configuration and support. The position requires experience in customer service operations and multichannel self-service implementations, along with the ability to provide Tier 3 support during critical incidents. The candidate will also participate in technology research and strategic planning for contact center services while maintaining Genesys infrastructure. Flexibility to work across different time zones and shifts is essential.
Key Responsibilities:
- Experience in migrating contact centres to Genesys Cloud CX, including enablement, configuration, and support.
- Work with Customer Service Operations, leading assessments and identifying gaps for improvements.
- Implement multichannel self-service/IVR and Omni-Channel Orchestration Routing using Genesys Cloud/Engage suite.
- Hands-on experience with Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues, etc.
- Administer Genesys Cloud and utilize various Genesys Framework Components.
- Integrate Genesys APIs with third-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 for contact center services.
- Perform Genesys infrastructure maintenance work, including after-hours tasks.
- Work flexibly across different time zones and in NA Shift Projects.
Key Skills:
- GCP certification (Mandatory).
- ITIL Foundation certification (Preferred).
- Experience in Genesys Cloud enablement, configuration, and support.
- Knowledge of Customer Service Operations and contact center channels.
- Experience in implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.
- Hands-on experience with Genesys Architect and related components.
- Integration experience with Genesys APIs and third-party CRMs.
- Knowledge in engineering and consultation for operational activities.
- Ability to provide Tier 3 support during critical incidents.
- Flexibility to work across different time zones and shifts.
Salary (Rate): undetermined
City: London
Country: UK
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.