Description

You will own contact center transformation solutions and deployments as a subject matter expert, delivering secure and scalable outcomes through hands-on design and implementation.

Responsibilities

• Deliver contact center solutions through hands-on deployment and solution design.
• Develop IVR and ACD configurations to meet business operational requirements.
• Design and implement transaction flows based on contact center business processes.
• Collaborate with business, infrastructure, and corporate security functions to ensure compliance.
• Ensure all solutions meet security requirements and industry-specific compliance standards.

Required Skills

• 5+ years of experience in contact center solution delivery.
• Hands-on experience with Genesys Cloud.
• Proven experience in IVR and ACD development.
• Practical knowledge of Genesys Cloud Developer APIs.
• Proficiency with scripting languages including JS and NodeJS.
• Experience integrating AI/NLP engines such as Google CCAI or Amazon Lex/Polly.
• Strong understanding of contact center business operations and transaction flows.

Preferred Skills

• Exposure to Amazon Connect or Nice inContact.
• Experience with CRM or case management tools including Salesforce, MSD365, Oracle Peoplesoft, SAP C4C, Zendesk, ServiceNow, Jira, or Freshdesk.

Key Skills

Education

Any Gradute