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Genesys Cloud Contact Center Specialist
2 months ago
As a Genesys Cloud Contact Center Specialist, you will be responsible for resolving incident cases, monitoring capacity, performance, and availability, and ensuring continuity across shifts. You will also participate in Operational processes, such as Daily Ops, Change Control, Incident management, request for service, and adhere to defined SLAs.
Requirements:
To be successful in this role, you will need experience in migrating contact centers to Genesys Cloud CX, with hands-on experience in Genesys Cloud enablement, configuration, and support. You should also have experience working with Customer Service Operations, including Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps, and deriving business cases for driving improvements. Additionally, you should be familiar with Genesys Cloud administration and application experience, including Genesys Architect/Composer/Designer, Genesys Framework Components, and Genesys API's integration with 3rd party solutions and CRMs like Salesforce.
About the Role:
This is a challenging opportunity to work on Genesys Cloud CX infrastructure maintenance, troubleshooting technical issues, and ensuring that defined processes are adhered to. You will also be responsible for reporting regularly concerning key counters and measures of the voice network through health checks, and participating in Genesys Release Management. If you have a strong background in Genesys Cloud CX and excellent communication and documentation skills, we encourage you to apply for this role.
What We Offer:
As a Genesys Cloud Contact Center Specialist at HCLTech, you will have the opportunity to work on exciting projects, develop your skills, and contribute to the success of our customers. You will also be part of a dynamic team that values collaboration, innovation, and customer satisfaction.
