Role: Genesys Functional SME Work Location Options: (3 day/week onsite) - HYBRIDLouisville, KY or Boston, MAContract Job Description***Please look for candidates with skills related to Genesys features for user journey analysis, voice bots, omni channel, intelligent routing and some coding experience.***Project Background: Need a Genesys Functional SME to help guide our implementation of Genesys Features and Functions having real world experience within a call center.Example - IVR, Skill Based Routing, Call Back Queuing, Agent Desktop, etc.TOP REQUIREMENTS:
- Genesys migration
- Coding and Designing exp.
Required:
- Experience in Genesys CX functionality and features with real world experience optimizing IVR, skill-based routing, Queue management and agent desktop integration
- Strong Analytical skills with ability to analyze data, identify trends, and develop effective solutions using intent analyzer and other tools and techniques
- Knowledge of latest Genesys features to create future ready solutions with a practical value driven approach
- Ability to create omni-channel experience in integration with multiple digital channels
- Good understanding of telephony, enterprise, and data integration, IVR flow design, optimization and implementation of effective knowledge management and self-service features
- Collaborate with cross functional team for creating optimal solution and development.