8 to 10 years’ experience on Genesys Cloud CC • Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialer management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool. • Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API’s • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.
• IVR and ACD development experience • Experience with scripting and APIs • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • SBC, Audio Codes and SIP skill require • Good Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills • Understanding of ITIL and ServiceNow • Genesys Cloud CX: Skilled Certification • Nice to have Avaya or cisco voice experience.