Roles and Responsibilities:
 

• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions

• Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources

• Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.

• Apply understanding of industry specific Customer Service processes:  Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)

• Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

• Unified Experience Implementation: Configure and deploy the Unified Experience by Genesys and ServiceNow integration, including the embedded agent workspace, screen pop, case-to-interaction linking, and bi-directional data synchronization.

• ServiceNow Integration: Configure ServiceNow Unified Experience Connector in conjunction with Genesys Cloud, including Open Frame configuration, OpenFrame API usage, business rules, flow designer, and case management workflows.

• Enterprise Integrations: Build and consume Genesys Cloud Platform APIs, Architect data actions, and ServiceNow REST/SOAP integrations. Develop custom scripts using JavaScript, Glide, and Genesys SDKs as required.

• Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs

• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.

• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Professional & Technical Skills:

• Engineering Degree or MBA from a tier 1 institute

• Minimum 8 to 12 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on   Genesys Cloud/Engage suite.

• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

Job Title - Genesys_Level 7-Manager

Management Level: Level 7-Manager

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills: Genesys Cloud CX, Unified Experience by Genesys & ServiceNow (UE-GS), ServiceNow CSM/ITSM, OpenFrame/CTI Integration, Genesys Cloud Platform APIs, Architect Flows, Contact Center Solution Design

Good to have skills: Genesys Engage, Genesys PureConnect, Genesys AI (Voicebots, Agent Assist, Predictive Engagement/Routing), ServiceNow scripting (JavaScript/Glide), REST/SOAP integrations, enterprise integration platforms (MuleSoft, Boomi, Workato), CRM integration (Salesforce, MS Dynamics), regulated industries (Banking, Healthcare, Insurance, Telecom)