We are looking for a highly skilled and dedicated Genesys Engage / Service Management Specialist to join our team. The ideal candidate will be responsible for the implementation, maintenance, and optimization of Genesys Engage contact center solutions, ensuring seamless service delivery and efficient customer interactions. This role requires strong expertise in Genesys platforms, a solid understanding of IT Service Management (ITSM) principles, and the ability to enhance our overall customer experience strategy.
Roles and Responsibilities:
- Implement, configure, and manage Genesys Engage contact center solutions, including routing strategies, IVR applications, agent desktops, and reporting.
- Provide expert support and troubleshooting for Genesys Engage platform issues, ensuring high availability and performance.
- Collaborate with business stakeholders to gather requirements and translate them into technical Genesys solutions.
- Optimize Genesys Engage system performance through proactive monitoring, tuning, and problem resolution.
- Integrate Genesys Engage with CRM systems, ticketing tools, and other enterprise applications to streamline workflows.
- Develop and maintain comprehensive documentation for Genesys Engage configurations, processes, and best practices.
- Support and adhere to IT Service Management (ITSM) processes such as Incident Management, Problem Management, Change Management, and Release Management.
- Monitor key performance indicators (KPIs) within the Genesys environment and provide regular reports to management.
- Stay updated with the latest Genesys product releases, features, and industry trends to recommend continuous improvements.
- Provide training and guidance to internal teams and end-users on Genesys Engage functionalities.
- Participate in disaster recovery planning and testing for contact center systems.
Required Skills and Qualifications:
- Proven experience with Genesys Engage platform components and architecture (e.g., PureConnect, PureEngage, Genesys Cloud).
- Strong understanding of contact center operations and technologies (ACD, IVR, CTI, WFM, QM).
- Familiarity with database technologies (e.g., SQL Server, Oracle) and reporting tools.
- Knowledge of IT Service Management (ITSM) frameworks like ITIL.
- Excellent troubleshooting and analytical skills for complex technical issues.
- Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders.
- Ability to manage multiple priorities in a fast-paced environment.
- Genesys certifications are a significant plus.
