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Consultant

Yochana IT
Quincy, MA Full Time
POSTED ON 4/23/2024 CLOSED ON 4/24/2024

What are the responsibilities and job description for the Consultant position at Yochana IT?

  • L3 should have overall 8 years of experience in Genesys Contact Centre.
  • Extensive experience in troubleshooting of Genesys Cloud CX platform, break fix and Incident management.
  • Designs, develops, and implement Contact Center IVR applications and migrate Cisco UCCX contact center applications to Genesys Cloud CX platform.
  • Good understanding and hands on SBC's (Cisco Cube / Oracle)
  • Responsible for configuration of all service requests, development of new flows, data integrations ( Service Now, Salesforce etc.

and technical documentation including designs and handoff materials, Capacity, and queue management.

  • Development experience of new features in IVR / Routing Work with Product Owners, business analyst to develop technical solutions.
  • Responsible for development, tests / debug programs, and maintains / supports deployed interfaces.
  • Implementation of API / Web Service integrations and experience in Rest, Soap, JSON.
  • Responsible for development, tests / debug call flows, and maintains / supports deployed projects.
  • Experience in reporting and analytics of Genesys Cloud contact center platforms.
  • At least 3 years of development experience in Genesys Cloud CX platform.
  • Resource who is aware of Contact center day to day production work and understand the call flows in IVR and Genesys world.
  • Strong Engineering and Software development knowledge, Hands on experience on automating manual efforts in contact center domain.

Certifications

  • Genesys Cloud Admin (recommended)
  • Genesys Cloud Architect (recommended)
  • Genesys Cloud Scripting (recommended)
  • Genesys Cloud Developer ( Added advantage)

Additional Preferred :

  • Understanding Cisco UCCX Call Flows
  • Migration experience to On-Prem to Cloud Contact Center
  • Hands on Conversational IVR , Chat bat
  • Understanding of Generative AI

    • Last updated : 2024-04-23

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