Description

Job Description:

* Support continuous enhancement requests, break-fix items, and general user support for the Genesys Cloud platform. * Design, configure, and maintain Genesys Cloud Architect flows, including call flows, in-queue flows, menu flows, and related interaction routing logic. * Design and develop bot flow to support automation, self-service, and customer experience improvements. * Analyze business requirements and translate them into Genesys Cloud solutions. * Support custom reporting for the data exported from Genesys Cloud to Enterprise data lake. * Solution and support Genesys WEM capabilities * Determine whether requests can be fulfilled using out-of-the-box Genesys Cloud capabilities. * Communicate Genesys Cloud release schedules and feature availability to requestors and stakeholders when applicable. * For requests requiring customization, review options with IT management, including scope, effort, risks, dependencies, and implementation approach. * Use JIRA to create, update, and manage user stories, enhancement requests, defects, and support tickets. * Maintain a tracker of support and enhancement tickets, including priority, ownership, status, dependencies, and target dates. * Provide regular status updates to business requestors and IT management. * Configure and troubleshoot Genesys Cloud Data Actions. * Support and troubleshoot REST API integrations with internal and external systems. * Support integrations between Genesys Cloud and Salesforce. * Support integrations between Genesys Cloud and SAP C4S. * Troubleshoot and resolve general platform issues, configuration issues, routing issues, bot flow issues, integration issues, and user-reported problems. * Coordinate with internal IT teams, business teams, and vendor support as needed. * Document configurations, customizations, troubleshooting steps, and support procedures. * Follow established IT change management, testing, and deployment processes.
Key Skills

* Hands-on experience with Genesys Cloud CX development, configuration, and support. * Strong experience with Genesys Cloud Architect flow design and configuration. * Experience with bot flow design and development in Genesys Cloud. * Familiarity with REST API integrations. * Experience configuring and supporting Genesys Cloud Data Actions. * Experience supporting Salesforce integration with Genesys Cloud. * Experience supporting SAP C4S integration with Genesys Cloud. * Ability to troubleshoot and resolve general Genesys Cloud issues and user-reported issues. * Experience using JIRA to manage user stories, defects, enhancements, and support tickets. * Ability to analyze enhancement requests and determine whether they require configuration, customization, or future platform functionality. * Strong communication skills with the ability to provide updates to business users and IT management. * Strong documentation and status reporting skills. * Ability to work independently and manage multiple priorities.

Skills
cloud platforms, genesys cloud cx, sap c4s integration, genesys cloud architect, rest api, salesforce integration, jira,
 

Key Skills

Education

Any Graduate