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Description supplied by the original job listing.
Responsibilities:
Functional Experience: Ability to analyze and suggest recommendations around the contact center's functions, products, and technology solutions, covering AI and Gen AI solutions.
Industry Experience: Knowledge and experience in any of the industry divisions, such as Communication Media and Technology, Financial Services, Health and Public Services, and Products and Resources.
Use in-depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
Apply understanding of industry-specific customer service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc. ).
Deploy a thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools, including Architect, Admin, and Collaborate.
Unified Experience Implementation: Configure and deploy the Unified Experience by Genesys and ServiceNow integration, including the embedded agent workspace, screen pop, case-to-interaction linking, and bi-directional data synchronization.
ServiceNow Integration: Configure ServiceNow Unified Experience Connector in conjunction with Genesys Cloud, including Open Frame configuration, OpenFrame API usage, business rules, flow designer, and case management workflows.
Enterprise Integrations: Build and consume Genesys Cloud Platform APIs, architect data actions, and ServiceNow REST/SOAP integrations. Develop custom scripts using JavaScript, Glide, and Genesys SDKs as required.
Requirements:
Must have skills: Genesys Cloud CX, Unified Experience by Genesys and ServiceNow (UE-GS), ServiceNow CSM/ITSM, OpenFrame/CTI Integration, Genesys Cloud Platform APIs, Architect Flows, and Contact Center Solution Design.
Good-to-have skills: Genesys Engage, Genesys PureConnect, Genesys AI (voicebots, agent assist, predictive engagement/routing), ServiceNow scripting (JavaScript/Glide), REST/SOAP integrations, enterprise integration platforms (MuleSoft, Boomi, Workato), CRM integration (Salesforce, MS Dynamics), and regulated industries (banking, healthcare, insurance, and telecom).
Experience
6-10 yrs
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