Genesys Cloud Engineer

About NationsBenefits:
At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain

Job Role: Genesys Cloud Engineer

Qualifications:

• Minimum 2 Years of experience in Genesys cloud Cx

• Knowledge in unified communication

• Familiar with Agile and ITIL Process

• Excellent communication skills

• Problem-solving and decision-making abilities.

Description: Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology. Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support.

Responsibilities:

• Design and architect IVR solutions.

• Develop and customize IVR flows.

• Designing and Customizing agent scripts

• Working with voice Bot

• Outbound Campaign design and management

• Integrations/API’s

• Monitoring performance and troubleshooting

• Handling telephony configuration SIP and VoIP

• Monitoring performance and troubleshooting

• Reporting and Analytics

• Analyzing intent mining

• Topic Management

• SBC Integration

• Following ITIL process to work on requirement.

• POC’s with new tools and Vendors

• POC’s with IVR requirements and Optimization

• Preparing analytical dashboards and wallboards for contact center data as per business needs

• Producing custom client reports and operational intelligence reports

• Identity and Access management

• Critical support (On call interrupt)

• Automatic Call Distribution and Routing Strategies