We need a Genesys IVR/ACD/Routing Engineer for one of our partner clients. We need only immediate joiners.
Years of experience needed - 8 to 10 years
Technical Skills:
- A top ten global financial investment firm. • Design, implement, and help maintain Genesys Cloud CX solution, focusing on integration and deployment in a cloud environment. • Configure and manage IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) - Required. • Experience working with, building and reviewing interactive flows using Genesys "Designer" - Required. • Experience with legacy Genesys (Engage) and migrating call and routing flows from Engage to Cloud CX is a desired plus! • Experience with Genesys WFM/WFO to optimize contact center operations - is a plus. • Accustomed to collaborating with cross-functional teams, including IT, Operations - Call Centers, management, and external vendors to ensure seamless functionality and scalability of the Genesys contact center system. • Experience with Conversational & Generative AI is not required but considered a plus. • Must have excellent communication and documentation, skills. • Adept at using visual diagram tools (i.e. Visio, LucidChart, etc.) • Experience working with financial / banking / investment firms is a plus.