Adecco Technology are currently recruiting for an experienced Genesys Consultant to undertake an initial 3 month contract (Remote/Outside IR35) for a global outsourcing client.

Role Title: Genesys Consultant

Role:

The Genesys Consultant will fundamentally provide design, consultancy, and technical support services for a new cloud-based contact center platform that underpins a Global Service Desk.

The Consultant will work on technical change project's across all systems and act as a technical lead for the Systems Design Team.

Responsibilities:

• Provide authority on overall design and technical elements for the Genesys Cloud CX platform
• Provide consultancy activities on customer, business, and internally driven projects
• Input into roadmap for Genesys Cloud CX technologies
• Produce well-articulated and succinct documentation to support technical requirements
• Lead and manage technical projects, including customer enhancements and system upgrades
• Identify, define, document, and implement new technical solutions or features by working with a supplier to enhance systems
• Support business through pre-sales activities and ensure customers adhere to standard capability

Knowledge & key skills

• Experienced engineering or consulting for Genesys Cloud CX, or another CCaaS platform
• Broad technical understanding of Genesys Cloud CX technologies
• Hands-on experience leveraging omni-channel capabilities (IVR, Web Chat, Chatbot, Email) flows within Genesys Cloud Architect
• Experience with consumption of RESTful APIs for integration touchpoints within Genesys Cloud CX
• Broad technical knowledge with IT architecture methodologies
• Conceptual understanding of cloud concepts and architectures (AWS is preferred)
• Comprehensive understanding and experience of implementing CI/CD pipelines using contemporary tooling for version control, automation, and configuration management.
• Experience of conducting requirements gathering, defining user journeys, and executing the implementation
• Experienced in Consulting: You will feel comfortable in all aspects related to advising, designing, and delivering the full life cycle of activities required to reshape contact center solutions
• Good verbal writing skills and the ability to effectively interact with clients (business and technical audiences)
• Preferred certificates on Genesys Cloud CX include Professional (GCX-GCP), Developer (GCX-GCD) and Architect Certification (GCX-ARC)
• DesirableGenesysCloudCX Certification:
  • Genesys Cloud CX Specialist Certified in AI (Predictive Routing & Engagement), Workforce Management, Quality Management and Scripting