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Secretary

RESPONSIBILITIES

  • Installation, troubleshooting, and support of Genesys Cloud

  • Advanced end-to-end technical design of Genesys Cloud delivery projects, including technical workshop delivery, technical requirements capture, authoring and sign-off handling of technical design specification documentation.

  • Automation of deployment and migration tasks

  • Conducting technical knowledge transfer sessions for members of Customer teams and for other Genesys PS Consultants

  • Perform in-depth analysis combining complex technical and business issues

  • Serves as the main point of contact for all Genesys concerns internally and with external vendors.

  • Contribute to the Genesys contact center switchover to the production state

  • Demonstrate solid analytical and problem-solving skills in investigating and resolving software or environment-related issues.

  • Ability to work independently on routine duties or projects with general instructions on new assignments.

  • Ability to take initiative and work on new product features.

  • Excellent written and verbal skills.

QUALIFICATIONS

  • 2+ years of practical, hands-on experience maintaining large, multi-site, complex contact center environments

  • Experiences in, or certification for, Genesys products is preferred.

  • Experience in developing, implementing, and supporting Genesys Cloud solutions

  • Proven track records in developing Routing and IVR workflows using the Architect tool of PureCloud

  • Experience with Genesys Cloud technologies (e.g. PureCloud, WEM, BYOC, Architect)

  • Understanding of business processes and how they relate to customer experience technology

  • Experience in communications with customers representatives

  • Be able to focus on the client's needs

  • Be able to understand and analyze business needs with regard to call center implementation to develop, design, and help deploy state-of-the-art call center solutions

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