Genesys Expert

3 weeks ago

London, Greater London, United Kingdom Jumar Solutions Full time
Genesys SME Job Description

We are seeking an experienced Genesys Subject Matter Expert (SME) to lead the design, implementation, and optimization of Genesys contact center solutions. In this role, you will leverage your deep technical expertise and industry best practices to ensure the successful deployment and operation of Genesys platforms, working closely with cross-functional teams to deliver high-quality, scalable solutions.

Key Responsibilities:
  • Solution Design and Architecture: Lead the architectural design of Genesys contact center solutions, ensuring they align with business needs, scalability, and industry best practices.
  • Implementation and Configuration: Configure and customize Genesys software to meet specific business needs. Collaborate with IT teams, vendors, and partners to implement and integrate Genesys solutions seamlessly with existing systems.
  • Technical Consultation and Support: Provide expert advice, guidance, and troubleshooting for Genesys-related technical challenges. Act as a trusted advisor to stakeholders, maximizing the value of Genesys solutions.
  • Performance Optimization: Identify and implement performance improvements through system tuning, capacity planning, and diagnostic analysis. Ensure optimal system performance under various conditions.
  • Training and Knowledge Transfer: Deliver training sessions and workshops to build internal expertise on Genesys products and methodologies. Facilitate knowledge sharing within the organization.
  • Vendor Management: Maintain strong relationships with Genesys representatives and partners. Stay updated on product roadmaps and industry trends to maximize solution effectiveness.

Requirements:

  • 10+ years of experience in contact center technology implementation, with a focus on Genesys platforms.
  • Expertise in Genesys PureConnect, PureCloud, or PureEngage, including configuration, administration, and integration.
  • Strong understanding of SIP, VoIP, CTI, ACD, IVR, and other contact center architectures and protocols.
  • Excellent troubleshooting and analytical skills to diagnose and resolve complex issues.
  • Strong stakeholder management and collaboration skills.
  • Genesys Certified Professional (GCP) or Genesys Certified Associate (GCA) certifications are highly desirable.

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