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Genesys Consultant - Remote and Brussels, Belgium - English speaking

Octopus Computer Associates

Posted on Oct 5, 2021 by Octopus Computer Associates

Brussel, Belgium
IT
Immediate Start
Annual Salary
Contract/Project


Genesys Consultant - Remote and Brussels, Belgium - English speaking

One of our Blue Chip Clients is urgently looking for a Genesys Consultant.

The project is based in Brussels - remote work is allowed, however priority will be given to candidates that can work even partially on premises.

Please find some details below:

Description of the Role:

This role will serve as a Genesys Expert to drive Genesys strategy and development work streams for the integration of this asset with our application landscape. The individual will be part of the Innovation and Technology team to develop our next generation of Call Center services. As an Expert, you will be a part of the Experts team. You will be expected to work directly with key stakeholders to understand the business and technical requirements to integrate Genesys. You will also be responsible for utilizing best practices in order to ensure high quality deliverables.

The ideal candidate for this job should have strong experience in IVR/CTI telephony technologies, the key areas of product knowledge are:

Genesys Workforce management

Genesys Cloud

Salesforce Service Cloud

A team of experts in functional and technical domains will surround you as part of your daily activities and supports you to empower our customer service teams and allow them to rethink how they connect with their customers across our call center platforms where every device and every step of the customer journey is a key to offer the best experience. Our approach is to start from the customer or the user needs, convert them into concepts, design tangible prototypes, and finally develop and implement concrete solutions, always keeping in mind the business impact they entail.

We expect you to embrace and live our purpose by challenging yourself to identify issues that are most important for our clients, our partners and internal users, and make an impact that matters. In addition to this purpose, as an expert in our team, you will:

Work with business partners to translate functional requirements into technical requirements Identify technical solutions to business problems and drive to resolution Participate in and drive cross-functional, cross discipline architecture teams to enhance/set the architectural direction for key business initiatives Serve as a fully seasoned/proficient technical resource; routine accountability is for technical knowledge and capabilities as a team member or as an individual contributor, you will not have direct reports but will influence and direct activities of a team related to special initiatives or operations based on your strong expertise in the domain.

Manage and deliver contact center transformation demands in an Agile mode.

Be involved in several projects that can vary from strategic discoveries to CRM and contact center transformations.

You will bring the solution expertise to our end users within their journey, helping them to increase customer experience and decrease operational costs.

We expect from you to have:

At least 7 years of experience of which 3 years in the domain of contact centers, be it in leading operational, strategic or advising positions Good knowledge of contact center processes, operating model, KPI's, processes, technology landscape and trends Solid knowledge/experience on Genesys integration with Salesforce Service Cloud Experience working with contact center technologies such as Twilio, Avaya, Genesys, Service Cloud, and omni-channel integrations Experience working with CRM technologies such as Salesforce.

Strong communication skills and you are a team player Outstanding analytical skills and you are intellectually curious You have a true willingness and ability to work as part of an integrated, enthusiastic and multi-disciplinary team You are open to working in an local, national and international environment

Qualifications and Certifications:

Must: Bachelors or Eqv

Must: Genesys Cloud Certified Professional - Contact Center Admin Must: Genesys Cloud Certified API Developer Should: Genesys Cloud Workforce Management Certified Specialist Should: Genesys Cloud Scripting Certified Specialist Nice to have: Genesys Cloud Certified Associate Nice to have: Genesys Cloud Certified Professional - Implementation Nice to have: Genesys Cloud Certified Professional - Reporting and Analytics

Expected Stakeholders:

o Client Services Department

o Product owners

o ComEx

o IT Managers

o IT teams

o Project managers/Scrum masters

o Business owners

o Sales teams

o External Partners

KPI's:

- External metrics:

Net Promoter Score (NPS)

Net Effort Score

- Internal metrics

Performance of the solution

Time to ticket resolution

Activities for which strong accountability is expected:

Review and Document existing architecture.

Support Product owner in business requirements Support and answer implementation teams question Collaborate with HQ team members and support them if needed Work on innovations and propose white papers for questions from top management

Languages:

EN is a must. FR or NL speaking is an advantage

Please send CV for full details and immediate interviews. We are a preferred supplier to the client.




Reference: 1346468040

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