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Job title: Genesys SME
Location: Atlanta, GA or NYC (Hybrid 3 Day Onsite in a Week)
Position: Fulltime / Contract
Job Description:
- Requirement discussions with business and technical teams; Analysis of the requirements in scope
- Involvement in architecture review discussions; Design document update/creation
- Develop the architect flows and data table configurations using Genesys cloud
- Migration of legacy Genesys Engage Contact Center to Genesys Cloud CX, with focus on solution design, integration, implementation and deployment in a cloud environment.
- Consolidate old flows, configure new flows using Genesys Designer and / or Architect in Cloud CX.
- Manage overall IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) routing including developing, deploying, and QA support
- Development and technical support using Genesys Engage (On-Prem) and Genesys Cloud
- Deployment planning for weekend release; Deployment support during TCM windows
- Collaborate 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
Genesys SME consultant