Genesys Manager

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, or 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.

Experience
6-10 yrs