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CN - Strategy - MC – C&C Services- Analytics - 9

Job Location: Hyderabad

Job Number: 45678

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- Job description

Key responsibilities of the role:

• Would be responsible for solutioning and hands on delivery of customer interaction solution (Genesys)
• Working in project delivery across SDLC phases
• Lead/contribute initiatives to create reusable assets, creating proof of concepts on technical solutions, providing technical solution overview for Business Proposals and effort estimation

• Experience: 2 to 6 years
• Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage (preferably Genesys 9.X, 8.x) / Genesys PureConnect suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
• Experience in Genesys Cloud administration & application development using Genesys Designer
• Experience in Genesys Infrastructure (including but not limited to GVP, SIP, URS, ORS, OCS, GMS, Info Mart, Genesys CME, Genesys Administrator, GAX)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
• Would be responsible for solutioning and hands on delivery of customer interaction solution (Genesys)
• Working in project delivery across SDLC phases
• Lead/contribute initiatives to create reusable assets, creating proof of concepts on technical solutions, providing technical solution overview for Business Proposals and effort estimation

• Experience: 2 to 6 years
• Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage (preferably Genesys 9.X, 8.x) / Genesys PureConnect suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
• Experience in Genesys Cloud administration & application development using Genesys Designer
• Experience in Genesys Infrastructure (including but not limited to GVP, SIP, URS, ORS, OCS, GMS, Info Mart, Genesys CME, Genesys Administrator, GAX)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing


• Bachelor’s degree in related field or equivalent experience.
• Technical exposure to contact center and overall customer service area.
• In depth understanding of Genesys Pure Engage Framework (9.x, 8.X) or PureConnect Product suite
• The ideal candidate will 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...)
• Candidates who fit this profile will have a minimum of 2 to 6 years of application design and development experience implementing in the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
The following characteristics are sought:
• Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc..) contact center applications using Genesys tooles including Composer, Designer and GAX
• Worked on Genesys Contact Center suites - including GVP with Speech recognition, Omni-Channel Routing, Reporting, WFM
• Thorough understanding of Genesys Framework, Integration with internal and external components
• Delivery credentials for
Bachelor’s degree in related field or equivalent experience.
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