Description We are potentially seeking a Genesys Cloud Specialist with experience in Genesys Cloud migration and expertise in IVR (Interactive Voice Response), routing, scripting, and user management. The ideal candidate will have a strong understanding of Genesys Cloud solutions and will play a key role in migrating our systems from Genesys PureConnect to Genesys Cloud. Familiarity with mobile technologies, cell phones, access points, and hands-free devices will be considered an asset.Responsibilities:
Genesys Cloud Migration: Lead the migration efforts from Genesys PureConnect to Genesys Cloud, ensuring smooth transition and minimal disruption to business operations.
IVR Design and Implementation: Develop, modify, and maintain IVR systems to streamline customer interactions, ensuring optimal performance and user experience.
Routing and Scripting: Design and implement call routing strategies, including setting up and optimizing call routing rules and scripting for automation and efficiency.
User Management: Add and remove users, manage permissions, and ensure proper system access for all employees utilizing the Genesys Cloud platform.
Mobile Device Integration: Understand and troubleshoot mobile devices, cell phones, and hands-free devices for compatibility and integration with Genesys Cloud solutions.
System Monitoring & Optimization: Monitor system performance and provide ongoing troubleshooting and support to ensure maximum system uptime and operational efficiency.
Collaboration with Cross-Functional Teams: Work closely with other teams (technical support, network engineers, etc.) to address issues and implement improvements.
Documentation: Maintain thorough documentation of all configurations, workflows, and processes related to Genesys Cloud and IVR systems.
Requirements
Skills and Qualifications:
Experience with Genesys Cloud (migration, configuration, troubleshooting).
Experience with Genesys PureConnect (migration experience is a plus).
Strong understanding of IVR systems and call routing.
Proficient in scripting and user management on Genesys platforms.
Familiarity with mobile technologies, cell phones, access points, and hands-free devices.
Strong problem-solving and troubleshooting skills.
Ability to collaborate effectively in a team environment.
Excellent communication skills and attention to detail.
Preferred Qualifications:
Certification in Genesys Cloud or related technologies.
Experience in telephony system integrations with mobile and hands-free devices.
Familiarity with cloud-based call center solutions and networking fundamentals.
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