Genesys Expert

4 weeks ago

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

We are seeking an experienced Genesys Subject Matter Expert to lead the design, implementation, and optimization of Genesys contact centre solutions.

Key Responsibilities:
  • Solution Design and Architecture: Lead the architectural design of Genesys contact centre 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, collaborating 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, acting as a trusted advisor to stakeholders, maximizing the value of Genesys solutions.
  • Performance Optimisation: Identify and implement performance improvements through system tuning, capacity planning, and diagnostic analysis, ensuring optimal system performance under various conditions.
  • Training and Knowledge Transfer: Deliver training sessions and workshops to build internal expertise on Genesys products and methodologies, facilitating knowledge sharing within the organization.
  • Vendor Management: Maintain strong relationships with Genesys representatives and partners, staying updated on product roadmaps and industry trends to maximize solution effectiveness.

Requirements:

  • 10+ years of experience in contact centre 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 centre 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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