working with large contact centers featuring Aspect Genesys Cloud & related technology.
Strong knowledge & hands on exp of Gensys cloud Architect/Call Flow Administration ? Responsible for constructing call flows using Architect
Responsible for creating applications that use the Genesys Cloud APIs or integration capabilities. Familiar with web programming and REST APIs.
Coordination with several teams to document and test IVR call flows within the software
User administration & skill assignment.
Monitoring of infrastructure
Working knowledge of contact centers featuring Aspect or Genesys and related technology
Hands-on VoIP and SIP configuration
Exp variety of contact center technologies like ACD, AOD etc
Responsible for daily operation, user and group administration, configuration changes, usage policies, and collection of materials needed by Genesys Cloud Support like conversation IDs or console logs.
Knowledge of design and application experience implementing multichannel self-service, IVR and Omni-Channel Orchestration Routing on Genesys cloud suite.
Functional and knowledge on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer Interaction Attendant, Genesys Composer. For Aspect M3 designer experience will add advantage.
Experience in leveraging Aspect or Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Responsibilities include maintaining a general understanding of Genesys Cloud services and participate in support ticket troubleshooting.
Skilled with Incident management, Change management, Problem Management & Service Request management
Present key findings and recommended call flow ideas to production and leadership teams.
Oversee the quality assurance of program logic, data processing and error resolution
Liaise with business teams to resolve defects in systems