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Genesys Consultant (IVR, SpeechStorm, WDE, Orchestration)

  • Salary: £1 per day
  • Job type: Contract
  • Location: Nottingham, Nottinghamshire
  • Sector: IT
  • Date posted: 13/11/2017
  • Job reference: J377139A

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Role: Genesys Consultant
Location: Nottingham
Duration: 3 months initial
Recruiter: Sophie - 0161 924 3651 / <mailto:>
Sector: Utilities

Responsibilities :
· Provide deep subject matter expertise for - Voice, SpeechStorm IVR, Email, Dialler, WDE, Orchestration, Reporting (Historical and Real-time)
· Design,Review and apply Genesys business configuration(GAX/OPM)
· Support user acceptance testing
· Executing Load Testing to successful technical and business outcomes
· Engage with business stakeholders and teams to define and implement business operations and operating models
· Take a leadership role in defining the Technical Support Models and Processes
· Provide client ownership of the base build and configuration of a Genesys environment with Inbound Voice, Dialler, Email routing and WDE
· Lead in the planning execution of the an enterprise Genesys migration for multichannel
· Provide Knowledge Transfer of Genesys solution to new Command and Control teams

Requirements :

· Minimum of 8 years progressive, hands-on Genesys experience with complex, Omnichannel contact center systems. - WDE, Inbound/Outbound Voice, Email, Web Chat, Rules/Orchestration (Conversation Manager), Mobile/Web Engagement, iWD, GAX/OPM and Reporting tools
· Create accurate and clear documentation, develop support processes, and train system administration team on support and configuration activities
· Manage simultaneously both regular daily tasks such as trouble escalations and longer term projects
· Ability to effectively partner with other IT/Business domains and vendors to resolve incidents and problems
· Expert understanding how Genesys integrates into the overall solution landscape including Network/Carriers and CRM.
· Able to deep dive into Genesys platform to understand root cause of issues and restore service
· Perform hands on development in Genesys platform and implement production fixes
· Participate in triage and diagnosis of production incidents and problems
· Able to provide leadership in establishing support teams that will own the system availability and the support of the contact centre system including routing, reporting, workforce management, call recording and IVR customer service
· Solution focussed, the ability to think beyond the Genesys products and wider technology in to business usage and application
· Creation of detailed business functional and technical design documents

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