Job Description

• We need a Genesys IVR/ACD/Routing Engineer for one of our partner clients. We need only immediate joiners.

• Years of experience needed – 6 to 8 years

Technical Skills:

- A top ten global financial investment firm.

· Design, implement, and help maintain Genesys Cloud CX solution, focusing on integration and deployment in a cloud environment.

· Configure and manage IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) – Required.

· Experience working with, building and reviewing interactive flows using Genesys “Designer” – Required.

· Experience with legacy Genesys (Engage) and migrating call and routing flows from Engage to Cloud CX is a desired plus!

· Experience with Genesys WFM/WFO to optimize contact center operations - is a plus.

· Accustomed to collaborating with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the Genesys contact center system.

· Experience with Conversational & Generative AI is not required but considered a plus.

· Must have excellent communication and documentation, skills.

· Adept at using visual diagram tools (i.e. Visio, LucidChart, etc.)

· Experience working with financial / banking / investment firms is a plus.

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