Junior Customer Excellence Consultant supporting onboarding and implementation for a logistics platform. Assisting with customer queries and managing relationships in a hybrid role.
About the role
- Join Sabio as a Genesys Cloud Consultant, a role focused on deploying and maintaining Genesys IVR and CRM systems. Help build secure platforms and solutions for renowned global brands.
Responsibilities
- The candidate will be integrated in a high skilled team that deploys and maintains Genesys IVR’s, reporting, and omni-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.
- Work with the team to design and build:
- Deployment of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics, etc...
- Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers.
- Flow design with Architect
- Integration with third-party systems using web services
- Report generation (real time and historic)
- Creation and modification of scripts with Genesys Cloud
Requirements
- Knowledge of the following Genesys Cloud CX tools and modules:
- Basic configuration: agents, groups, skills, roles, etc
- Routing: incoming and outgoing call strategies
- Telephony: sites, edges, trunks, outbound routes
- Scripting
- Architect: design of voice flows and digital channels, bot, integrations with DialogFlow, and with external systems via data actions. Data Tables.
- Data Actions: design and construction of webservices to external systems.
- Campaigns of various types (progressive, preview, power)
- Real-time reporting
- Digital channels: Email, Chat, integration with a social network (Whatsapp, Facebook, Twitter)
- Experience working on projects
- Nice to Have:
- Certifications of Genesys Cloud (GCP-CX)
- Experience with Single Sign-ON (SSO)
- Integrations with Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365.
- Integration with external reporting tools (PowerBI).
- Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations.
- Knowledge of software programming: C, Java, Javascript, .Net
- Experience working in Support
- Experience working with Agile Methodologies (specifically Scrum)
Benefits
- Remote/Flexible work
- Discovery Medical Aid
- Connectivity Allowance
- 15 days paid holiday a year- (this includes three Sabio days)
- Momentum EAP
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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