Lead and support end-to-end implementations of Genesys Cloud CX solutions.
Gather and analyze business and technical requirements from stakeholders.
Design contact center architectures, flows, and omnichannel customer journeys.
Configure and customize Genesys Cloud components, including: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO and WFM, Reporting and analytics, Data Actions (Genesys API)
Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
Support solution testing, user acceptance testing (UAT), and deployment activities.
Provide guidance and best practices to clients throughout the implementation lifecycle.
Deliver workshops, training sessions, and knowledge transfer activities.
Troubleshoot technical and functional issues and support continuous improvement initiatives.
Our requirements
Experience implementing Genesys Cloud CX solutions in enterprise environments.
Understanding of contact center operations and customer service processes.
Hands-on experience with: Genesys architect, call routing and queue management, voice and digital channel configuration, reporting and analytics, interaction workflows
Experience gathering business requirements and translating them into technical solutions.
Knowledge of integration approaches, APIs, and cloud technologies.
String takeholder management and communication skills.
Ability to work independently and manage multiple projects simultaneously.
Excellent English communication skills.
Optional
Genesys Cloud certifications.
Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms.
Knowledge of Workforce Management (WFM), Quality Management (QM), and Workforce Engagement Management (WEM).
Experience working in Agile project environments.
Knowledge of CCaaS platforms like Amazon Connect, Sprinklr Service, Nice CXOne, MS DCCP.
Understanding of cloud platforms such as Azure, AWS, or Google Cloud.
What we offer
Permanent employment contract.
Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.
A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).
Employee Assistance Program - legal, financial, and psychological consultations.
Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.
Paid employee referral program.
Private medical care, life insurance.
Access to the Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).
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