Description
Senior CX Consultant - Genesys Cloud - CX - Genesys - CI/CD - CRM - Microsoft - English -- Remote - Europe
NextLink is having an existing position as a Senior CX Consultant - Genesys Cloudfor global projects.
General Information:
Start date: 11.06.2022
End date: 6 months
Extension: Yes
Workplace: 50% (check office location down below)
Workload: 100%
Home Office: 50% (100% can be possible if office is too far)
Office location:
Belgium
Czech Rep.
Germany
Netherland
Spain
Switzerland
UK
The Senior CX Consultant has the responsibility of the architecture, technical strategy and design of next generation contact center solutions and Customer eXperience journey.
He/she is supporting the sales and pre-sales teams to define relevant solutions aligned with customer business and technical requirements.
He/she is supporting the delivery team during the solution build phase: he/she is acting as the technical single point of contact for the solution delivered and drive technically the assigned to the client design and build resources to ensure successful delivery and customer satisfaction.
The Senior Consultant builds a trusted relationship with the relevant customer peers in his domain. He/she is taking responsibility of collecting customer business and technical requirements, translating them into architecture and a technical strategy, evaluating the required consulting effort and delivering as required.
Responsibilities:
Engage with the customer business stakeholders and gather their requirements in terms of CX.
Translate the gathered requirements and translate them into functional and high level design documents.
Become a single point of contact for the customer for contact center and Genesys Cloud related asks.
Advise and consult the customer and their business units in their CX migrations to Genesys Cloud. Ensuring the requirements are met according to best practices.
Engage and partner with customers to jointly develop the architecture matching requirements and constraints.
Produce customized architecture standards.
Produce complex design documents.
Hands on experience on Genesys cloud. Leading User Acceptance Tests and documentation of the processes.
Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring,
Skills Profile:
Very strong technical knowledge and/or experience in unified communications related services
Contact Center and CX related services:
Expert level knowledge and hands on experience of Genesys Could and product suite
Hands on experience in CI/CD tools such as terraform, Jenkins, Github etc..
Experience with integration of voice & chat bots and CRM tools such as SAP, Sales Force, MS Dynamics.
Experience with Workforce Management and related tools.
MS Teams enterprise voice (migration strategy, designs, voice policy, CAC, routing, federation, AD, Response Group, normalization rule, power Shell Scripts, mobile client, etc..)
Contact center organization and operation to be able to understand customer needs and translate them into a high level design
Nice to Haves:
Good understanding of Anywhere 365 (Attendant console, Recording, etc..) (optional)
Cisco Webex CC (optional)
Cisco IP telephony (optional)
Mind CTI (optional)
MS SharePoint & SQL (optional)
For a chance to work as a Senior CX Consultant - Genesys Cloud please call me or send me your CV as soon as possible!
Leila Benabdallah
IT sourcing specialist
(see below)