About the role / Description:
Design and application experience implementing multichannel self-service/IVR and Omni-Channel Routing on Genesys PureEngage Cloud.
• Functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutions using Interaction Designer/Interaction Attendant.
• Experience in Genesys PureEngage Cloud administration & application development using Interaction Designer/Interaction Attendant.
• Experience in Genesys PureEngage Cloud Infrastructure (including WFM, Dialer, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer).
• Experience in leveraging Genesys PureEngage Cloud solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting, etc.
• Experience in implementing Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop, Genesys PureConnect & Service Now Integration.
• Experience in Web Integrated Orchestration applications integrating with AI for Natural Language Processing/ Speech Analytics.
• Technical exposure to Genesys PureEngage Cloud contact center and overall customer service area.
• Extensive leading-edge expertise in implementing multi-channel (IVR, Callback, Web, Email, Chat, SMS, Social Media, etc.) contact center applications using Genesys PureEngage Cloud tools including Designer.
• Thorough understanding of Genesys PureEngage Cloud Framework, Integration with internal and external components, Genesys PureConnect & Service Now Integration
Skills and Requirement: