Senior Genesys Consultant

Responsibilities

• Deploy and maintain Genesys IVR, reporting, and omni-channel solutions
• Deploy and maintain Call Recording, Workforce Management Solutions, and CRM systems from leading software manufacturers
• Design and build multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics
• Integrate Call Recording, Workforce Management Solutions, and CRM systems with third-party platforms
• Design flows with Architect
• Integrate third-party systems using web services
• Generate real-time and historic reports
• Create and modify scripts with Genesys Cloud
• Drive change within the business and contribute to a culture of continuous learning

Requirements

• Knowledge of Genesys Cloud CX tools and modules, including basic configuration of agents, groups, skills, and roles
• Knowledge of routing, including incoming and outgoing call strategies
• Knowledge of telephony, including sites, edges, trunks, and outbound routes
• Scripting
• Architect: design of voice flows and digital channels, bots, DialogFlow integrations, external-system integrations via data actions, and Data Tables
• Data Actions: design and construction of web services to external systems
• Campaigns of various types (progressive, preview, power)
• Real-time reporting
• Digital channels: Email, Chat, and integration with social networks (WhatsApp, Facebook, Twitter)
• Experience working on projects
• English fluency both written and spoken
• Genesys Cloud certifications (GCP-CX) — nice to have
• Experience with Single Sign-On (SSO) — nice to have
• Experience with Embeddable Framework integrations with Salesforce or Microsoft Dynamics 365 — nice to have
• Experience with external reporting tools such as PowerBI — nice to have
• Knowledge and use of the Genesys API, Process Automation (triggers), and Workflows — nice to have
• Knowledge of C, Java, JavaScript, or .NET — nice to have
• Experience working in Support — nice to have
• Experience with Agile Methodologies, specifically Scrum — nice to have
• Must have the right to work in the territory to which the role relates (UK & EU)
• Sabio Group is unable to offer sponsorship

Core Competencies

Demonstrates expertise in deploying and maintaining Genesys IVR and Cloud solutions, integrating CRM systems, and designing voice flows. Proficient in real-time reporting and scripting, with a strong understanding of telephony and multi-country project execution.