Genesys Cloud Architect
Cloud Analytics Technologies LLC
Job Details
Job Description:
- Provide support for contact center technologies with a focus on Genesys Cloud CX.
- Handle configuration, enablement, administration, and troubleshooting of contact center systems.
- Support customer service operations, implement multichannel self-service processes, and manage integrations.
- Participate in incident resolution, monitoring, maintenance activities, and operational processes.
- Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.
- Excellent verbal and written communication skills.
- Strong documentation skills.
- Good working knowledge of MS Office, including project and diagramming tools.
- Strong customer handling skills.
- Google Cloud Platform certification.
- Experience migrating contact centers to Genesys Cloud CX.
- Hands-on experience with Genesys Cloud enablement, configuration, and support.
- Experience in customer service operations and contact center channels.
- Experience implementing multichannel self-service, IVR, and omnichannel routing.
- Hands-on experience with Genesys Architect call flows, IVRs, skills, permissions, roles, routing, and queues.
- Experience with Genesys Cloud administration and related applications and frameworks.
- Experience integrating Genesys APIs with third-party solutions and CRMs.
- Knowledge of engineering and consultation for Genesys Cloud CX operations.
- Ability to provide Tier 3 support during critical incidents.
- Flexibility to work across different time zones.
- Experience supporting Genesys Cloud CX environments.
- Experience with operational activities, maintenance, incident resolution, and troubleshooting.
- Experience participating in technology research and strategic planning.
- Experience managing vendor coordination and communication during outages.
Vacancy posted 15 days ago
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