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Genesys Cloud Contact Center Specialist

2 months ago

London Area, United Kingdom HCLTech Full time
Job Description

We are seeking a highly skilled Genesys Cloud Contact Center professional to join our team at HCLTech.

Key Responsibilities:

  • Resolve complex technical issues related to Genesys Cloud CX.
  • Monitor and maintain the performance and availability of Genesys Cloud infrastructure.
  • Collaborate with vendors and internal teams to resolve technical issues.
  • Participate in operational processes, including daily operations, change control, and incident management.
  • Ensure adherence to defined SLAs and handle tickets and requests in a timely manner.

Requirements:

  • 6-9 years of experience in Genesys Contact Center.
  • Excellent communication and documentation skills.
  • Good working knowledge of MS Office and experience with Genesys Cloud/Engage suite.
  • Hands-on experience with Genesys Architect, Composer, and Designer.
  • Experience with Genesys API integration with 3rd party solutions and CRMs.
  • Knowledge of engineering and consultation principles.

Preferred Qualifications:

  • ITIL Foundation certification.
  • Experience with Genesys Release Management.

What We Offer:

  • Opportunity to work with a leading technology company.
  • Collaborative and dynamic work environment.
  • Professional growth and development opportunities.