What are the responsibilities and job description for the Genesys Contact Center Specialist position at Quantum World Technologies Inc.?
Please share your updated resume - anand.sharma@quantumworldit.com.
Position: CCaaS USCAN Functional Implementation Consultation
Location: Plano, Texas (Onsite Day 1 )
VISA – Any Visa Except CPT
Job description
Responsibilities
Requirements Gathering
oCollaborate with stakeholders to understand business processes customer service workflows and pain points
oUnderstand caller profiles and their intentobjectivesneeds when making a call
oAnalyze call data and statistics from Avaya system to inform future design
oCollaborate with marketing and branding team to understand their key design and messaging considerations
oIdentify caller touch points call center chat social media email myGEHCcom mobile app text media blending
Solution Design
oDemonstrate Genesys capabilities and features along with best practices and use of AI for a modern customer experience
oPresent design choices of flows menus and routing logic and help select the most appropriate option
oOptimize design and automation to reduce wait times and improve customer experience
oPropose functionality to drive self service and reduce need for interaction with a live agent
oConsider integrations with CRM and other systems to streamline the process and provide an omnichannel experience
Testing and Validation Planning
oDefine and document test cases and validation steps
oSelect testers and articulate testing expectations
oBuild test execution plan and defect tracking process
Documentation and training
oDocument design and propose a process for keeping the documentation up to date as the system evolves
oCreate training material SOPs Knowledge articles for users and functional owners
oDefine KPIs and ways to ensure customer satisfaction with the experience
Qualifications
Official Genesys implementation partner with relevant certifications
5 years Genesys design and implementation experience
Experience designing call systems for B2B
Prior experience incorporating marketingbrand identity in caller experience
Industry experience
Proven experience with documentation and training material
References of prior implementations
US hours availability
Skills
Mandatory Skills : Genesys Contact-Center,Avaya Collaboration Suite,Cisco Webex,NICE Contact Center