Senior CX Consultant - Genesys Cloud Remote
Posted on Jun 11, 2022 by Skillbase Group Ltd
Senior CX Consultant - Genesys Cloud (Customer eXperience)
Remote working from Belgium, Czech Republic, Germany,The Netherlands, Spain, Switzerland or UK Only
Genesys Cloud, Jenkins, Github, voice & chat bots, Contact Center, UC, Unified.
Major Global IT services provies require a Senior Genesys CS Cloud Consultant, the Senior CX Consultant has the responsibility of the architecture, technical strategy and design of next generation contact center solutions and Customer eXperience journey.
Genesys Cloud, Jenkins, Github, voice & chat bots, Contact Center,
Supporting the sales and pre-sales teams to define relevant solutions aligned with customer business and technical requirements.
* Engage with the customer business stakeholders and gather their requirements in terms of CX.
* Translate the gathered requirements and translate them into functional and high level design documents.
* Become a single point of contact for the customer for contact center and Genesys Cloud related asks.
* Produce complex design documents.
* Hands on experience on Genesys cloud. Leading User Acceptance Tests and documentation of the processes.
Very strong technical knowledge and/or experience in unified communications related services
Contact Center and CX related services:
* Expert level knowledge and hands on experience of Genesys Could and product suite
* Hands on experience in CI/CD tools such as terraform, Jenkins, Github etc..
* Experience with integration of voice & chat bots and CRM tools such as SAP, Sales Force, MS Dynamics.
* Experience with Workforce Management and related tools.
* MS Teams enterprise voice (migration strategy, designs, voice policy, CAC, routing, federation, AD, Response Group, normalization rule, power Shell Scripts, mobile client, etc..)
* Contact center organization and operation to be able to understand customer needs and translate them into a high level design
* Good understanding of Anywhere 365 (Attendant console, Recording, etc..) (optional)
* Cisco Webex CC (optional)
* Cisco IP telephony (optional)
* Mind CTI (optional)
* MS SharePoint & SQL (optional)
Full Spec upon Application