Senior Genesys Consultant

Job Title / Designation: Senior Genesys Consultant

Job Description:

• You will join the Genesys managed services practice responsible for managing and supporting a variety of Genesys call canter platforms and projects. The managed services team works with large blue chip organisations with contact centres of varying size and complexities.
• This is a customer facing role that will involve a mixture of working on customer site and ProtoCall One offices. You will be part of the Managed Services team responsible for support and maintenance, troubleshooting, incident, problem and change management, and delivering small to medium scale upgrades and enhancements for the customers Genesys platform. You will be required to lead and manage small teams.
• You will get involved in a broad range of the Genesys applications including inbound/outbound voice, multi-media, open-media, GVP and WFM.
• The role involves shift work and on-call rota for out of hours and weekend support.

Key Skills/Experience Required:

• Education to degree level
• 8 years experience in Genesys Contact Centres
• Key Genesys skills:

o Genesys Framework, Routing and Reporting
o Genesys Info Mart and Interactive Insights
o SIP and GVP
o Outbound solution
o Genesys eServices
o Genesys WFM
o Composer and IRD basics
o WDE
o UCS and Seibel integrations
o Database knowledge

• E-Services such as Email and Chat knowledge is a MUST.
• Genesys training and certifications
• Familiarity with ITIL processes
• Broad IT understanding including networking, servers, operating systems and databases
• Excellent interpersonal and communication skills to mentor and manage teams, deliver training and workshops
• Ability to lead customer engagements and manage customer expectations
• Excellent written skills to compile reports and documents
• Ability to support Multiple customer platforms
• Self-motivated and self-managed
• Critical thinking and ability to lead teams
• Shift Work and required to be OnCall as per the team rota
• Ability to liaise with the other internal departments and external vendors for the smooth operations of India Office

Qualifications: Any Graduate

Minimum/Maximum/ Work Experience Required: 4+ Years

Annual CTC: Upto 30 lakhs

Location(s) of Job: Bangalore

No of rounds of Interviews: 02 Rounds

Travel & Allowance: NA.
Relocation & Reimbursement: NA