Description

You will design and implement omnichannel services using Genesys Email, Chat, and Voice functionalities, including IVR applications and biometric integrations.

This role is on-site.

Responsibilities

• Design and implement Genesys Email, Chat, and Voice services.
• Analyze on-premises IVR applications and document call flows for toll-free entries and sub-modules.
• Implement IVR call flow applications and API interfaces on the Connex (GAAP) IVR system.
• Design, implement, and troubleshoot VoiceID biometric functionalities integrated with the UCID rules engine.
• Collaborate with service providers on infrastructure design, user stories, and test case completion.

Required Skills

• 8+ years of relevant experience in contact center technologies.
• Hands-on experience with Genesys Omnichannel (Email and Chat).
• Strong knowledge of Genesys Voice functionalities.
• Proficiency with the Connex (GAAP) IVR system.
• Experience with API integration and implementation.
• Familiarity with UCID rules engine integration.
• Ability to document and analyze IVR call flows.
• Experience implementing biometric VoiceID solutions.
• Strong debugging and analytical problem-solving skills.

Preferred Skills

• Experience with VoiceID biometric functionalities for UK and US markets.

Key Skills

Education

ANY GRADUATE