Responsibilities
- Deploy and maintain Genesys IVR, reporting, and omni-channel solutions
- Deploy and maintain Call Recording, Workforce Management Solutions, and CRM systems from leading software manufacturers
- Design and build multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics
- Integrate Call Recording, Workforce Management Solutions, and CRM systems with third-party platforms
- Design flows with Architect
- Integrate third-party systems using web services
- Generate real-time and historic reports
- Create and modify scripts with Genesys Cloud
- Drive change within the business and contribute to a culture of continuous learning
Requirements
- Knowledge of Genesys Cloud CX tools and modules, including basic configuration of agents, groups, skills, and roles
- Knowledge of routing, including incoming and outgoing call strategies
- Knowledge of telephony, including sites, edges, trunks, and outbound routes
- Scripting
- Architect: design of voice flows and digital channels, bots, DialogFlow integrations, external-system integrations via data actions, and Data Tables
- Data Actions: design and construction of web services to external systems
- Campaigns of various types (progressive, preview, power)
- Real-time reporting
- Digital channels: Email, Chat, and integration with social networks (WhatsApp, Facebook, Twitter)
- Experience working on projects
- English fluency both written and spoken
- Genesys Cloud certifications (GCP-CX) — nice to have
- Experience with Single Sign-On (SSO) — nice to have
- Experience with Embeddable Framework integrations with Salesforce or Microsoft Dynamics 365 — nice to have
- Experience with external reporting tools such as PowerBI — nice to have
- Knowledge and use of the Genesys API, Process Automation (triggers), and Workflows — nice to have
- Knowledge of C, Java, JavaScript, or .NET — nice to have
- Experience working in Support — nice to have
- Experience with Agile Methodologies, specifically Scrum — nice to have
- Must have the right to work in the territory to which the role relates (UK & EU)
- Sabio Group is unable to offer sponsorship
Core Competencies
Demonstrates expertise in deploying and maintaining Genesys IVR and Cloud solutions, integrating CRM systems, and designing voice flows. Proficient in real-time reporting and scripting, with a strong understanding of telephony and multi-country project execution.
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Senior Genesys Consultant employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
