We're looking for an experienced
Genesys Cloud Functional Consultant to lead customer engagements, translate business needs into robust solution designs, and guide end‑to‑end delivery across complex contact centre environments. You'll act as the primary customer liaison, ensuring solutions are well‑designed, well‑governed, and successfully implemented.
Work location : Bengaluru, hybrid mode
Exp: 8- 12 years, Full time Graduation ( mandatory)
- Act as the primary functional consultant and customer liaison for Genesys Cloud engagements, ensuring business needs are clearly understood and effectively translated into solution designs.
- Lead the capture and validation of functional and non-functional requirements, working closely with customer stakeholders to align outcomes with business objectives.
- Produce and own functional and technical specifications, ensuring clarity, quality, and alignment across Genesys Cloud and integrated systems.
- Guide and oversee the configuration and delivery of Genesys Cloud solutions, working with technical and delivery teams to ensure solutions are implemented in line with design, scope, timelines, and quality expectations.
- Provide functional leadership and governance across delivery activities, acting as a point of escalation for complex issues and supporting team members where needed.
- Plan, support, and manage system and business testing activities, ensuring testing coverage is appropriate and outcomes are suitable for progression through delivery milestones.
- Build and maintain strong, trusted relationships with senior customer stakeholders, providing confidence in delivery progress, solution design, and decision‑making.
- Collaborate with internal teams to drive best practice, consistency, and continual improvement in Genesys Cloud solution delivery.
- Ensure changes are delivered smoothly by applying robust release, change, asset, and configuration management practices, minimising risk and service disruption.
- Proactively identify opportunities for optimisation, enhancement, and improved customer experience, contributing recommendations and improvement proposals.
- Work with Principal Consultants, Architects, and specialists to evaluate and introduce new platform capabilities and technologies within the contact centre landscape.
- Share knowledge, insights, and best practice across the consulting community to improve delivery effectiveness, quality, and customer outcomes.
- Maintain accurate, high‑quality documentation, ensuring deliverables and specifications remain current and aligned to agreed standards.
Essential
What you'll need
- A good understanding of business processes within their specialist scope
- A comprehensive knowledge of the system functionality from both a user and a system configuration perspective.
- Able to document system design requirements and specifications in a clear, unambiguous manner.
- A good understanding of the infrastructure supporting the applications especially interfaces.
- Good understanding of software development principles and methodologies
Desirable
- Project Management Skills
- Business Process background
- Risk Analysis methods, techniques and tools
- Qualified in relevant professional qualification
- Able to demonstrate a strong commercial mindset
- Frameworks and processes, etc., e.g. ITIL, SAFe, DevSecOps, etc.
For more details call +91-9845409123 or apply here.
