End Date
Thursday 30 July 2026
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Flexible Working Options
Hybrid Working
Job Description Summary
As a Senior Service Specialist, you will be the go-to expert for complex service issues and escalations. They lead training sessions, contribute to service strategy, and manage high-priority service issues. This role emphasises strategic thinking, process improvement, and cross-functional collaboration to elevate overall service quality.
Job Description
- Must have Skills -
Integration of Genesys via APIs with other applications.Deep knowledge of Genesys Cloud Architect.Knowledgeable in the business of IVR (Interactive Voice Response), Chat, Email, SMS, WhatApp for CX (Customer Experience).
Years of exp - 3 - 6 years
- Tracks budgets and brings variances to the attention of senior colleagues while working within established budgeting systems.
- Personally meets customer needs related to standard products and services and/or supervises a team of customer advisors.




- Delivers prescribed outcomes by working as directed within established data management systems and procedures.
- Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of direct reports by working within existing development framework; provides specialised training or coaching in area of expertise to others throughout the organisation.
- Identifies shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management programme with guidance from a project/programme manager.
- Identifies shortcomings in current compliance processes, systems and procedures; develops ad hoc solutions to immediate problems within assigned unit and/or discipline.
- Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.
- Makes sure that a portfo

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