Genesys SME

Cumbria  ‐ Remote
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Keywords

Genesys Call Centers Business Requirements Architectural Design Consulting Scalability Stakeholder Management Automatic Call Distributor Interactive Voice Response VoIP Capacity Planning Investments Computer Telephony Integration Customer Interaction Management (Software) Customer Value Proposition Session Initiation Protocols Performance Tuning Requirements Analysis Sales Management Systems Architecture Technical Writings Carry Out Assessments Administrative Operations IT Recruitment Safety Principles

Description

Job Description:

Title: Genesys SME
Duration: 6 weeks
Location: Remote

We are IT Recruitment Specialists partnered with a prestigious Global Consultancy who required a Voice Architect(Need Active Security Clearance) for one of their Clients based in Barrow/Hybrid (Approx 10% of time spent onsite).

IR35: This role is Inside of IR35

Job Description:
As a Genesys Subject Matter Expert (SME), you will be responsible for providing in-depth expertise, guidance, and support for the design, implementation, and optimization of Genesys contact center solutions. Leveraging your deep understanding of Genesys technologies and best practices, you will collaborate with cross-functional teams to drive the successful deployment and ongoing management of Genesys-based contact center environments.
Responsibilities:
Solution Design and Architecture:
Lead the design and architecture of Genesys contact center solutions, ensuring alignment with business requirements, industry best practices, and scalability.
Define system architecture, component configurations, integration points, and technical specifications based on business needs and objectives.
Implementation and Configuration:
Configure and customize Genesys software components, modules, and features to meet specific business requirements and use cases.
Collaborate with internal IT teams, vendors, and partners to implement Genesys solutions, ensuring seamless integration with existing systems and applications.

Technical Consultation and Support:
Provide expert guidance, advice, and troubleshooting support to internal teams, customers, and partners on Genesys-related technical issues, challenges, and solutions.
Serve as a trusted advisor on Genesys technologies, capabilities, and best practices, helping stakeholders maximize the value of their Genesys investments.

Performance Optimization and Tuning:
Identify opportunities to optimize performance, efficiency, and scalability of Genesys contact center environments through system tuning, configuration adjustments, and capacity planning.
Conduct performance assessments, diagnostic analyses, and tuning activities to ensure optimal performance under varying workloads and conditions.

Training and Knowledge Transfer:
Develop and deliver training sessions, workshops, and educational materials to internal teams and stakeholders on Genesys products, features, and implementation methodologies.
Facilitate knowledge sharing and collaboration within the organization to build internal expertise and capabilities in Genesys technologies.

Vendor Management and Relationship Building:
Build and maintain relationships with Genesys representatives, partners, and ecosystem vendors to stay informed about product updates, roadmap developments, and industry trends.
Collaborate with Genesys ecosystem partners to leverage complementary technologies and solutions that enhance the capabilities and value proposition of Genesys contact center offerings.
Skills and qualifications:
Bachelor's or master's degree in computer science, Information Technology, or related field.
10+ years of experience in contact center technology implementation, with a focus on Genesys solutions.
Deep expertise in Genesys PureConnect, PureCloud, or PureEngage platforms, including configuration, administration, and integration capabilities.
Strong understanding of contact center concepts, architectures, protocols, and standards (eg, SIP, VoIP, CTI, ACD, IVR).
Excellent troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
Effective communication, collaboration, and stakeholder management skills.
Genesys certifications such as Genesys Certified Professional (GCP), Genesys Certified Associate (GCA), or equivalent are highly desirable.

If you are interested in this position and would like to learn more, please send through your CV and we will get in touch with you as soon as possible. Please note, candidates are often Shortlisted within 48 hours.

Start date
n.a
Duration
6 weeks
From
J & C Associates Ltd
Published at
10.06.2024
Project ID:
2760145
Contract type
Freelance
Workplace
100 % remote
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