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Elevate Digital · 7 hours ago

Genesys Engage Consultant

Houston, TX

Contract

Hybrid

Senior Level, Lead/Staff

8+ years exp

Elevate Digital is seeking a Genesys Engage Consultant to work primarily in Houston. The role involves troubleshooting and optimizing Genesys Engage applications, ensuring system reliability, and providing support and training to contact center staff.

Management Consulting

Hiring Manager

Steve Sloan

Responsibilities

Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to assess points of failure in order to identify solutions to reported issues

Troubleshooting through logs for inbound, outbound voice (SIP/URS/ORS/IXN/Stat/MCP etc), E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment

Able to quickly resolve technical issues, related to the Genesys platform, minimizing downtime and ensuring service continuity

Strong in developing Strategies in IRD, Composer, GIA

Installing Genesys Engage applications both Linux and Windows

Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance

Ensure system availability and reliability through regular maintenance and updates

Translate business requirements to technical requirements

Excellent communication and presentation skills to be able to articulate complex issue to business stakeholders understanding

Experience working with agile methodology utilizing Jira

Monitor real-time contact center performance metrics, generating reports to analyze trends and identify areas for improvement

Develop and present performance analysis to management, recommending strategies for enhancing service levels

Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools

Conduct training sessions and workshops to educate staff on new features and best practices

Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes

Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements

Identify opportunities for process improvements within the contact center operations, implementing solutions to enhance efficiency and customer experience

Stay informed about industry best practices and emerging technologies to recommend innovative solutions

Participate in projects related to system upgrades, new feature implementations, and other initiatives that impact the contact center

Assist in the development of project plans, timelines, and deliverables to ensure successful project completion

Genesys Cloud CX Enablement and Configuration

Hands on Genesys Cloud CX Technology suite applications

Flow Development (Voice and Digital)

Web Services Integration – Data Actions, Integrations and OAuth

Custom Reports

Deployment through CI/CD pipeline

Agent scripting – Customization of agent desktop

Utilizing Genesys Cloud CX Platform API

Interaction Routing

Outbound Dialer and configurations

Interaction with 3rd Party (Web Chat, Data DIP, Salesforce, etc.)

Telephony setup – BYOC and GCV

Qualification

Genesys EngageGenesys Cloud CXConsulting experienceSIP/URS/ORS/IXNLinuxWindowsFlow DevelopmentWeb Services IntegrationCustom ReportsCI/CD pipelineTrainingWorkshopsAgile methodologyStakeholder communicationProcess improvementsCommunication skills

Required

A minimum of 4 years of consulting experience

Should have minimum 8 years of experience in Genesys Engage

Professional Qualification- B.E./B.Tech./MCA/MSC/MS