Design and implement complex Genesys Cloud contact center solutions
Configure/develop/maintain advanced call flows, routing strategies, IVRs and integration points within Genesys Cloud, but also monitoring & reporting tools
Support of the Genesys Cloud platform, incident management and user support, follow up incidents on telephony platforms
2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments
Maintain assignments, follow-up and report via tickets in Jira
Manage phones numbers (DNIS or agent phone numbers) and telephony related topics
Propose optimizations about the processes and configuration
Ensure the operations of services developed externally by software suppliers
Planning and implementation of releases in coordination between customers and some software suppliers
System integration of new applications into the production environment
Create/Update specifications for external/internal parties around CTI platforms (Business analysis)
Actively lead contact center projects using Genesys Cloud platform capabilities, keeping links with related projects/programs
Manage invoices and budget for partners
Relationship with external suppliers
Collaborate and share knowledge with our core team to deliver scalable contact center solutions
requirements-expected :
5+ years of recent hands-on experience (Senior role) with Genesys Cloud solutions
Strong knowledge about Genesys Cloud capabilities
Ability to work independently and collaboratively in a multidisciplinary team environment
Ability to develop subject matter expertise across all the systems/technologies you support, including technical details and operational processes
Confident analytical and problem-solving skills
Experience working in a ‘support’ environment, including liaising with end-users
Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
Fluent in English, good written and oral communication skills
