Genesys Cloud Contact Center (Level L3 )

Certification requirements: GCP (Mandatory) ITIL Foundation (Preferred) Skills required Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support. Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite. Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc. Experience in Genesys Cloud administration andamp; application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Genesys API''s integration with 3rd party solutions and CRMs like Salesforce etc. Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day; operational activities on Genesys Cloud CX. Provide Tier 3 support during critical incidents as necessary Participate and lead ongoing technology research and strategic planning for contact center services Perform some Genesys infrastructure maintenance work; some after-hours z6/work is required Flexibility to work across different time ..... full job details .....