Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.About Genesys:GENESYS® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.Experience / Job Requirements A degree in computer science, IT, or the equivalent;9+ years implementation & consulting experience working in Genesys cloud contact center environmentResponsibilities:In this role, the primary responsibilities will include (but are not limited to):Consulting:As an individual contributor, technically responsible for driving the overall delivery success of Cloud (GC) implementation.Will have to work very closely with Genesys regional stakeholders, partner engagement teamShould act as an implementation triaging point for guiding and assisting in Genesys Cloud deliveryShould be responsible for fulfilment of all quality checks pertaining to a full cycle implementation of Genesys Cloud projectShould act like technical design authority and should be available for vetting high level designs and implementation plans.Collaborate with peers on best practices on their implementation plans Project Management experience- Good to haveCollaborate with peers and management on initiatives as needed.Implementation:Participate in project kickoff meetingsDevelop IVR, Routing, Chat, Email, Outbound applications in Genesys ArchitectShould be well versed with API Integration with Salesforce, MS Teams integration, Amazon Lex, Google Dialog flowShould act as a final quality gate for reviewing technical documentation such as system architecture diagrams, design documentsShould participate as SME during all key phases of the projects based on the pertinent allocation Technical / Functional Requirements:Should have consulting & implementation experience in Genesys Cloud environmentShould have strong experience in IVR/Routing/Chat/Email/Outbound development in Genesys Architect in Genesys Cloud environment. Experience in IP Telephony & Hardware experience in Genesys Cloud Edge, Audiocodes, Gateways, IP Telephones (Polycom, Cisco, etc.)Working knowledge of Scrum & Experience in Agile deliveryWorking knowledge on Java/J2EE & Javascript & networking areas like SIP, TCP/IP, LAN/WAN…Ability to have flexible work schedule and work in different timezone (specifically North America timezone) to accommodate effective communications with stakeholdersPersonal / Professional Competencies:Must have demonstrable experience working with external customers and software product implementation in a contact center environment;Able to multi-task and work under pressure in a real-time environment;Ability and/or willingness to work in non-routine and complex work environment,Able to work independently and with excellent follow-through on tasks;Excellent written and verbal communications skills;Excellent customer facing skill and ability to do customer demo’sDesire to be a thought leader in a rapidly growing organization, providing not only ideas, but real, workable solutions that others can take and use to drive company growth.If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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