Lead - Customer Interaction Suite

About the Role:

Technical position that acts as a technical Level2 expert for Genesys CloudContact Center solution deployment. Requires strong knowledge and understanding
of Genesys Cloud architecture, Applications, infrastructure, Systems design andIntegrations. Responsible for Implementation of the requirements and supporting
customer at different stages during the customer service life cycle.

Key Responsibilities :

• Deployment / Configuration of Genesys Cloudcontact center based on the low-level design
• Create test plan as per Businessrequirement and validate all functionalities
• Provide Training to End users (Agents /Supervisors / Admin)
• Identify and resolve issues observed duringdeployment and testing phase.
• Interactwith OEM / CFT for issue resolutions.

Major Duties & Responsibilities:

• Strong passion for learning and teaching others
• Outgoing personality.
• Motivated and self-starting.
• Ability to think creatively and come up withproactive ideas.
• Strong problem-solving skills
• Must be able to communicate effectively and in aconstructive manner with customers, management, peers and co-workers.

Key Qualification & Experience:

• Bachelor's Degree in Telecommunications,
• Engineering, Computer Science, or equivalent experience.
• Minimum of 4-7 years experience in Genesys Contact
• center solutions Implementation, Configuration and Support
• Strong working knowledge and hands on in Contact
• center technologies -Genesys Cloud.