Genesys Contact Center Implementation - DAYSHIFT - HYBRID (2x a week office) - Quezon City

Job Description

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

• Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency.
• You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will
• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
• Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
• Use in depth understanding of Genesys Cloud: Ability to work in high-paced and complex projects.
• Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
• Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

Bring your best skills forward to excel at the role:

• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud.
• Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
• Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
• Integration of Genesys cloud CX with enterprise systems
• Developing custom applications using Genesys platform SDK/APIs
• Work Experience related to CI/CD tools.
• Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Must Have: Genesys, Genesys Pure cloud, Genesys Cloud, Genesys Cloud CX

Good to Have: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)