Genesys Consultant || Alpharetta, GA / NYC, NY
Apply NowCompany: InfiCare Software Technologies
Location: Alpharetta, GA 30022
Description:
Title- Genesys IVR/ACD/Routing Engineer
Location- Alpharetta, GA / NYC, NY
Job Type- Full time
Job Description:
Location- Alpharetta, GA / NYC, NY
Job Type- Full time
Job Description:
- Design, implement, and help maintain Genesys Cloud CX solution, focusing on integration and deployment in a cloud environment.
- Configure and manage IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) - Required.
- Experience working with, building and reviewing interactive flows using Genesys "Designer" - Required.
- Experience with legacy Genesys (Engage) and migrating call and routing flows from Engage to Cloud CX is a desired plus!
- Experience with Genesys WFM/WFO to optimize contact center operations - is a plus.
- Accustomed to collaborating with cross-functional teams, including IT, Operations - Call Centers, management, and external vendors to ensure seamless functionality and scalability of the Genesys contact center system.
- Experience with Conversational & Generative AI is not required but considered a plus.
- Must have excellent communication and documentation, skills.
- Adept at using visual diagram tools (i.e. Visio, LucidChart, etc.)
- Experience working with financial / banking / investment firms is a plus.