The projects
- Automated scheduled callbacks: Genesys dials the client and presents the answered call to the adviser as an inbound interaction with a whisper tone, replacing manual outbound dialling
- AI post-call summaries: use Genesys transcription and AI to write a short call summary into the Microsoft Dynamics CRM for the next adviser
- Automated ID and verification: let callers pass ID and verification in the IVR before reaching an adviser
The role
You will take each project end to end: gathering requirements with the contact centre and transformation team, configuring flows and routing in Genesys Cloud, running UAT with advisers, checking that codes flow correctly into reporting, and taking changes live.
You will work side by side with the in-house Genesys engineer and the CRM developers.
Essential
- Hands-on Genesys Cloud CX configuration in a live contact centre, including Architect call flows, IVR and routing
- Has delivered contact centre improvements such as callbacks, IVR changes or AI features on Genesys Cloud
- End to end delivery: requirements, configuration, user testing and go live
- Confident working with business stakeholders
Desirable
- Genesys speech and text analytics
- AI summarisation
- outbound campaigns
- IVR ID and verification
- REST APIs and JSON
- Microsoft Dynamics 365
- Genesys certification.
Rate:
£450/day
Location:
Birmingham
IR35 Status:
Outside
Remote Status:
Hybrid
Industry:
IT
Seniority Level:
Not Specified