Job Description : L3 should have overall 8 years of experience in Genesys Contact Centre. Extensive experience in troubleshooting of Genesys Cloud CX platform, break fix and Incident management.

Designs, develops, and implement Contact Center IVR applications and migrate Cisco UCCX contact center applications to Genesys Cloud CX platform.

Good understanding and hands on Client s (Cisco Cube / Oracle) Responsible for configuration of all service requests, development of new flows, data integrations ( Service Now, Salesforce.

etc , and technical documentation including designs and handoff materials, Capacity, and queue management. Development experience of new features in IVR / Routing Work with Product Owners, business analyst to develop technical solutions.

Responsible for development, tests / debug call flows, and maintains / supports deployed projects. Responsible for maintaining run books, Knowledge Bank, and documentations for projects.

Experience in reporting and analytics of Genesys Cloud contact center platforms. At least 3 years of development experience in Genesys Cloud CX platform.

Resource who is aware of Contact center day to day production work and understand the call flows in IVR and Genesys world.

Strong Engineering and Software development knowledge, Hands on experience on automating manual efforts in contact center domain.

Certifications Genesys Cloud Admin (recommended) Genesys Cloud Architect (recommended) Genesys Cloud Scripting (recommended) Genesys Cloud Developer ( Added advantage)Additional Preferred : Understanding Cisco UCCX Call Flows Migration experience to On-Prem to Cloud Contact Center Hands on Conversational IVR , Chat bat Understanding of Generative AI

Last updated : 2024-04-25