Genesys SME HYBRID

***Please look for candidates with skills related to Genesys features for user journey analysis voice bots omni channel intelligent routing and some coding experience.***

Work Location Options: (3 day/week onsite)

• HYBRID Louisville KY
• HYBRID Boston MA

Project Background: Need a Genesys Functional SME to help guide our implementation of Genesys Features and Functions having real world experience within a call center. Example IVR Skill Based Routing Call Back Queuing Agent Desktop etc.

TOP REQUIREMENTS:

• Genesys migration
• Coding and Designing exp

Required:

• Experience in Genesys CX functionality and features with real world experience optimizing IVR skillbased routing Queue management and agent desktop integration
• Strong Analytical skills with ability to analyze data identify trends and develop effective solutions using intent analyzer and other tools and techniques
• Knowledge of latest Genesys features to create future ready solutions with a practical value driven approach
• Ability to create omnichannel experience in integration with multiple digital channels
• Good understanding of telephony enterprise and data integration IVR flow design optimization and implementation of effective knowledge management and selfservice features
• Collaborate with cross functional team for creating optimal solution and development

Required Skills : Voice User Interface

Basic Qualification :

Additional Skills : Applications Architect

Background Check : No

Drug Screen : No