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