Position Title: Genesys Consultant

Job Location: Austin, TX (Onsite)

Job Type: FTE or Contract

JOB DESCRIPTION:

• As a Consultant for Genesys eService Solution, you will be responsible for providing expert consultation, implementation, and support services to clients utilizing Genesys eService solutions. You will play a crucial role in understanding client requirements, designing tailored solutions, and ensuring successful deployment and integration of Genesys eService technologies to optimize customer service operations.

Skills:

• Genesys 8.x, Genesys, python, RabbitMQ, Apache Kafka,Cloud (IaaS), Kubernetes

Consultation:

• Engage with clients to understand their business needs, challenges, and objectives related to customer service operations.
• Assess existing systems, processes, and technologies to identify areas for improvement and optimization.
• Provide expert advice and recommendations on leveraging Genesys eService solutions to enhance customer service capabilities.

Solution Design:

• Collaborate with clients and internal teams to design customized solutions using Genesys eService technologies.
• Develop detailed solution architectures, including system integrations, workflows, and configurations, aligned with client requirements and best practices.
• Ensure scalability, reliability, and performance of proposed solutions to meet current and future business needs.

Implementation and Deployment:

• Lead or support the implementation and deployment of Genesys eService solutions according to project timelines and deliverables.
• Configure, customize, and optimize Genesys eService platforms to align with client specifications and desired outcomes.
• Conduct thorough testing and validation of implemented solutions to ensure functionality, usability, and performance.

Training and Knowledge Transfer:

• Provide training and knowledge transfer sessions to client stakeholders and end-users on utilizing Genesys eService tools effectively.
• Create documentation, manuals, and guides to support ongoing system usage, maintenance, and troubleshooting.

Support and Maintenance:

• Offer ongoing support and troubleshooting assistance to clients post-implementation.
• Proactively identify and resolve technical issues, performance bottlenecks, and system optimization opportunities.
• Stay updated on industry trends, best practices, and new features of Genesys eService solutions to continuously improve service delivery.