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Senior Consultant - Next Generation Contact Centre (Genesys)

  • Salary: £500 - £600 per day
  • Job type: Contract
  • Location: London, East Sussex
  • Sector: Other
  • Date posted: 21/02/2018
  • Job reference: J329627A

My client a large global brand is looking for an experienced Senior Consultant - Next Generation Contact Centre (Genesys) on a 6 month contract basis.

Senior Consultant - Next Generation Contact Centre (Genesys)

The Voice Capabilities Next Generation Contact Centre business team leads projects that transform the Contact Centres for the Servicing Network. We are looking for a highly motivated and skilled individual to join the team to initially lead a set of work streams within a large transformational initiative.

This position is responsible for direct and indirect leadership of a team of professionals in the delivery of projects for Global Servicing Network. The focus of this role is on the implementation of a Contact Centre environment to improve of our external customer journeys in order to drive improved customer experiences and greater efficiency in our customer interactions.

Responsibilities include partnering with our colleagues in Information Technology as well as working with our external providers for the implementation of the system.

This will include ensuring the product is developed and implemented to align with the business strategy to include speed to market across all change disciplines.

In addition, the role involves managing various stakeholders through the full project lifecycle and supporting operational readiness assessments for project implementations. A strong focus on process optimisation / engineering is required as well as superior relationship building and thought leadership skills.

Key Responsibilities:

  • Participate in the Genesys Software solution transformation project for all stages of the classic project lifecycle
  • Business Requirements specification and analysis, working on the Technical Design specification, Test Plan development and Testing Implementation and Integration of the solution,
  • The position requires a good level of team-work and the ability to relate well with internal and external partners; ultimately, the position requires the ability to work in complex projects and the ability/maturity to take decisions inside his/her responsibility.
  • Out of the box thinking - looking at historical processes to make them fit for purpose under a new technology paradigm
  • International travel maybe will be required

Minimum Requirements:

  • Required : At least 5 years' experience in the implementation of the Genesys Contact Centre to include 8.1 or the most current version
  • The candidate has had formal education in Telecommunication on a bachelor level or equivalent based on job experience.
  • The candidate has theoretical and several Years (3-5) of practical experience in the following:
    • Computer hardware (Server hardware, storage hardware)
    • Conceptual understanding hardware HA concepts
    • Conceptual understanding of network security
    • Computer networks
    • Web technology and Social Media
    • SaaS and PaaS based solutions
    • Modern operating systems at least Windows and Linux.
    • Conceptual understanding of CRM solutions
  • Good analytical skills are required in order to troubleshoot complex issues
  • Fluent in English and one other major European language useful
  • The role requires good interpersonal communication and presentation skills and the candidate will work in a diverse and multicultural environment.
  • This role may be subject to additional background verification checks.

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