Genesys Cloud Specialist - Toronto, Canada - CGI

Description

Position Description:

We are currently seeking a highly skilled Genesys Cloud Specialist with experience with design and implementation of Genesys Cloud contact center solutions. We are seeking the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.

Your future duties and responsibilities:

· Perform advisory services, architecture, design and deployment of contact center solutions (such as Genesys Cloud) to clients
· Perform architecture, design and IVR configuration and other relevant configuration on various contact center platform
· Participate and assist in the development of operational policies, standards and procedures for contact center services
· Be responsible for configuring, maintaining, and troubleshooting contact center platforms
· Support Level 3 telecommunications infrastructure incidents/problems.
· Assist the Operations and Support team (NOC) with the telecommunications and IP telephony infrastructure support

Required qualifications to be successful in this role:

Minimum 5-10 years of experience working with various Contact Centers / Telephony platforms.
- IT Diploma in a relevant field
- French and English bilingualism required
- Experience of IVR development
- Ideally 3 years of experience working with Genesys Cloud/ Genesys PureCloud.
- Deep knowledge of Genesys Cloud
o Global configuration
o Knowledge of different deployment types (BYOC, BYOD, Edge, Hybrid etc...)
o Contact center configuration
o Telephony configuration
o IVR development in Architect
o Data actions
o Screen Popups (Scripts)
o Webchat widgets deployment
o Email routing
- Experience of integrating Genesys Cloud with other systems (CRM, Ticketing system, Web-services etc...)
- Good communication skills
- Good written skills (ability to create solution diagrams, requirements documents, knowledgebase articles)
- Good analytical skills
- Experience using Agile methodologies
Assets:
- Knowledge of one of the AI Chatbot platforms (Google Dialogflow, Amazon Lex, Nuance etc...)
- Knowledge of one of the scripting or programming languages (Powershell, Bash, Python, SQL...)
- Knowledge of Amazon Web Services (AWS) related to Genesys Cloud
- Knowledge of at least one of the major vendors in contact center world (Avaya, Cisco, Genesys PureConnect, Amazon Connect, 8x8, Five9, Nice...)
Preferred Qualification:
- Genesys Cloud Certified Professional

*** Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients

Skills: