Genesys SME
Experis
- London
- Contract
- Full-time
- Solution Design and Architecture:
- Lead the design and architecture of Genesys contact center solutions, ensuring alignment with business requirements, industry best practices, and scalability.
- Define system architecture, component configurations, integration points, and technical specifications based on business needs and objectives.
- Implementation and Configuration:
- Configure and customize Genesys software components, modules, and features to meet specific business requirements and use cases.
- Collaborate with internal IT teams, vendors, and partners to implement Genesys solutions, ensuring seamless integration with existing systems and applications.
- Technical Consultation and Support:
- Provide expert guidance, advice, and troubleshooting support to internal teams, customers, and partners on Genesys-related technical issues, challenges, and solutions.
- Serve as a trusted advisor on Genesys technologies, capabilities, and best practices, helping stakeholders maximize the value of their Genesys investments.
- Performance Optimization and Tuning:
- Identify opportunities to optimize performance, efficiency, and scalability of Genesys contact center environments through system tuning, configuration adjustments, and capacity planning.
- Conduct performance assessments, diagnostic analyses, and tuning activities to ensure optimal performance under varying workloads and conditions.
- Training and Knowledge Transfer:
- Develop and deliver training sessions, workshops, and educational materials to internal teams and stakeholders on Genesys products, features, and implementation methodologies.
- Facilitate knowledge sharing and collaboration within the organization to build internal expertise and capabilities in Genesys technologies.
- Vendor Management and Relationship Building:
- Build and maintain relationships with Genesys representatives, partners, and ecosystem vendors to stay informed about product updates, roadmap developments, and industry trends.
- Collaborate with Genesys ecosystem partners to leverage complementary technologies and solutions that enhance the capabilities and value proposition of Genesys contact center offerings.
- Bachelor's or master's degree in computer science, Information Technology, or related field.
- 10+ years of experience in contact center technology implementation, with a focus on Genesys solutions.
- Deep expertise in Genesys PureConnect, PureCloud, or PureEngage platforms, including configuration, administration, and integration capabilities.
- Strong understanding of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR).
- Excellent troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
- Effective communication, collaboration, and stakeholder management skills.
- Genesys certifications such as Genesys Certified Professional (GCP), Genesys Certified Associate (GCA), or equivalent are highly desirable.