Genesys Cloud Consultant

We are hiring for Genesys Cloud Consultant (Development) profile, Please share your profile with is at devendras@hexaware.com

Location: Mumbai, Pune, Chennai, Bangalore and Noida

Job Description:

As a consultant or developer, you will play a crucial role in developing, implementing, and maintaining CCaaS platform to ensure a seamless and efficient customer support system for our clients. You will work closely with cross-functional teams to understand business requirements and translate them into scalable and effective contact center solutions. Contribute to the implementation and configuration of Genesys Cloud solutions for clients, ensuring alignment with business requirements and objectives.

Role & responsibilities

• Be part of Genesys Cloud solution implementation team
• Development of Genesys Cloud configurations tailored to meet business needs.
• Be part of the discovery and assessment sessions for requirement gathering.
• Support the mapping and documentation of Genesys Cloud architecture.
• Work closely with stakeholders to get feedback for continuous improvement.
• Evaluate and recommend Genesys Cloud features, apps, and integrations to enhance customer support process that fits in their environment.
• Implement Genesys Cloud best practices and efficient use of the platform.
• Integrate Genesys Cloud with other business systems and tools to streamline workflows.
• Build comprehensive reporting and analytics within Genesys Cloud to measure support team performance and customer satisfaction.
• Collaborate with cross-functional teams, including IT, customer support, and product development, to ensure Genesys Cloud aligns with overall business objectives

Preferred candidate profile

• Develop and implement Genesys cloud flows utilizing Architect tool, Data table, Data actions and Digital Bots for intelligent customer interactions.
• Design and implement call routing solutions using Genesys routing and evaluation methods, skills, queues, callbacks, emergency messages, hours of operation, and holiday routing, incorporating dynamic messaging features.
• Configure and implement Data action and manage Web services for integrating call flows with third party system/CRM
• Development experience in any one chat or voice BOTs using Genesys NLP engines or AWS Lex or Google Dialog flow.
• Must have experience with Voice as a channel.
• Experience with at least 1 digital channel: Chat, Email or other.
• Should have lead or been active member of a Genesys Cloud implementation or migration.
• Leverage tools like GIT, GitHub, for code version control and team collaboration.
• Good communication and analytical skills with the ability to coordinate development with onshore/offshore developers as well as line-of-business customers to understand requirements and deliver effective solutions.
• Perform debugging, troubleshooting, Logical thinking and problem-solving to address issues quickly and efficiently.
• Following Genesys Cloud best practices and pursue Genesys cloud certifications to stay updated with the latest cloud technologies, one or two Genesys or cloud contact center related certification is preferred.