• Need a Genesys Functional SME to help guide our implementation of Genesys Features and Functions having real world experience within a call center. Example - IVR, Skill Based Routing, Call Back Queuing, Agent Desktop, etc.

Profile Specification

• Experience in Genesys CX functionality and features with real world experience optimizing IVR, skill-based routing, Queue management and agent desktop integration
• Strong Analytical skills with ability to analyze data, identify trends, and develop effective solutions using intent analyzer and other tools and techniques
• Knowledge of latest Genesys features to create future ready solutions with a practical value driven approach
• Ability to create omni-channel experience in integration with multiple digital channels
• Good understanding of telephony, enterprise, and data integration, IVR flow design, optimization and implementation of effective knowledge management and self-service features
• Collaborate with cross functional team for creating optimal solution and development