Genesys SME

England  ‐ Remote
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Keywords

Genesys Call Centers Business Requirements Architectural Design Scalability Stakeholder Management Automatic Call Distributor Interactive Voice Response VoIP Capacity Planning Investments Computer Telephony Integration Consulting 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

Description

Genesys SME

Whitehall Resources are currently looking for a Genesys SME on a remote basis for an initial 6 week contract.

*INSIDE IR35.*

Job Description:

As a Genesys Subject Matter Expert, 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.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.

Start date
ASAP
Duration
6 weeks
From
Whitehall Resources Ltd
Published at
10.06.2024
Project ID:
2760148
Contract type
Freelance
Workplace
100 % remote
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