Genesys Cloud Architecture with GCP Certification

Hi

I hope you are doing well.

We have an urgent position listed below. Please send your most recent resume along with the expected rate if you are interested.

Job Role: Genesys Cloud Architecture with GCP Certification

Location : Raritan, New Jersey/Remote

Visa: USC/GC only

Job Description :

Soft Skills requirements

· Excellent communication and conversation skills (Verbal and Written)

· Good documentation skills

· Good working knowledge of MS OFFICE (Including MS Project and Visio)

· Should have good customer handling skills

Certification requirements:

· GCP (Mandatory)

· ITIL Foundation (Preferred)

Skills required

· Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.

· Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

· Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.

· Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.

· Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.

· Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.

· Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.

· Provide Tier 3 support during critical incidents as necessary

· Participate and lead ongoing technology research and strategic planning for contact center services

· Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required

· Flexibility to work across different time zones

· Resource should be flexible for working in NA Shift Projects as well.

Roles & Responsibilities

· Resolving incident cases.

· Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.

· Incident tracking to ensure continuity across shifts.

· Vendor management with PSTN Service provide, OEM for resolution of tickets.

· Coordination of communication bridges during major outages

· Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).

· Adhering to defined SLAs

· Handling tickets / requests

· Troubleshooting technical issues

· Ensuring that defined processes are adhered to

· Report regularly concerning key counters and measures of the voice network through health checks

· Genesys Release Management

Apply tot his job

Apply To this Job