Genesys Cloud Consultant

Summary: The Genesys Cloud Consultant role focuses on leveraging expertise in Genesys Cloud releases and AI-driven virtual agents to meet business needs through scalable configurations. The position requires proficiency in configuring and managing workforce management (WFM), interactive voice response (IVR), and bot systems, along with designing call flows and optimizing self-service options. Additionally, the consultant will be responsible for forecasting, scheduling, and real-time adjustments to ensure operational efficiency.

Key Responsibilities:

• Experience with Genesys Cloud releases, roadmap developments, and emerging capabilities.
• Genesys Bots experience with configuration, training, and performance tuning of AI-driven virtual agents.
• Translate business needs into scalable Genesys configurations.
• Configure and manage WFM, IVR, bots, and callback systems.
• IVR call flow design, routing logic, and self-service enhancements/optimizations.
• Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments.

Key Skills:

• Experience with Genesys Cloud and its features.
• Proficiency in configuring and managing AI-driven virtual agents.
• Ability to translate business requirements into technical configurations.
• Knowledge of WFM, IVR, and bot systems.
• Skills in call flow design and self-service optimization.
• Experience in forecasting and scheduling within a contact center environment.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT