Genesys Specialist/Contact Center Developer

Genesys Cloud CX Technical Specialist/Developer | 4 Month Contract | Outside IR35 Rate: £450 per day, outside IR35 Location: Birmingham (hybrid, two to three days a week on site) Duration: 4 months initially, plus a two week Christmas shutdown Start: ASAP A national not-for-profit organisation with a large contact centre needs an experienced Genesys Cloud CX contractor to deliver three priority projects on a platform that went live within the last year. The projects Automated scheduled callbacks: Genesys dials the client and presents the answered call to the adviser as an inbound interaction with a whisper tone, replacing manual outbound dialling AI post-call summaries: use Genesys transcription and AI to write a short call summary into the Microsoft Dynamics CRM for the next adviser Automated ID and verification: let callers pass ID and verification in the IVR before reaching an adviser The role You will take each project end to end: gathering requirements with the contact centre and transformation team, configuring flows and routing in Genesys Cloud, running UAT with advisers, checking that codes flow correctly into reporting, and taking changes live. You will work side by side with the in-house Genesys engineer and the CRM developers. Essential Hands-on Genesys Cloud CX configuration in a live contact centre, including Architect call flows, IVR and routing Has delivered contact centre improvements such as callbacks, IVR changes or AI features on Genesys Cloud End to ..... full job details .....