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Detailed Job Description:

Bachelor’s or higher preferred. Genesys Certifications preferred

Work Experience (Technical):

At least 10+ years of experience Contact Center Technology Good Expertise on Genesys IVR and Contact Center Implementation. Telecom experience with SIP, RTP implementations, phone configurations and protocols. Understanding and experience in solution integration with Voice carriers Overall awareness of call center technology industry in regards to current trends, emerging technology and overall industry future direction Experience with both On-Premise client server as well as public and private cloud implementations, architecture, and governance implications with each approach Goods Hands on Experience Genesys Composer Eclipse Expert in Genesys On-prem solution Pure Engage suites (GAX, GA, IVR, CxContact, CxInsight, Pulse, Speech Miner, GMS and WWE Configuration) Good hands on experience in Callback functionality, Email, Chat, SMS and Social Media Integration implementation in Genesys Pure Engage. Expertise on IVR, routing and CRM Integration for Account popup. Experience Genesys Outbound Dialer Cx-Contact. Experience Genesys Pure-Cloud added advantage. Experience in IVR and routing call flow development. Good Communication and analytical skills. Experience in handling support projects. Experience and desire to work in a Global delivery environment. Vertical industry experience in one or more of the following: Finance – Captive, Automotive Strong oral and written skills

Minimum years of experience*: 5