Live opening · Posted 11 days ago
The key details from the original listing.
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Description supplied by the original job listing.
Responsibilities:
Develop and execute the contact center strategic initiatives, including AI/GenAI strategy, to improve customer experience and optimize business expenses and operational costs.
Create a business case and a strategic transformation roadmap based on market trends.
Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, and first call presentations.
Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.
Develop requirements based on leadership input: Performance/Status reporting, Problem Solving, and Conflict Management.
Requirements:
Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps, and deriving a business case for driving improvements.
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in the Genesys Cloud/Engage suite.
In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc. ) application solutioning using tools like Genesys Administrator and Architect/Composer/Designer.
Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution to assist with overcoming potential objections to proposed technical solutions.
Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics: This includes the pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO.
Experience in Genesys Cloud administration and application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations, etc. ) or similar solutions.
Must have skills: Genesys Cloud, CX Transformation, CCaaS Advisory and Solution Architecture, CCaaS Consulting, Business Case Creation and Value Realization, and Industry Solutions Consulting.
Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9 Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, Google Cloud, etc. )
Experience
7-11 yrs
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