Genesys Cloud IVR
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What you'll do
- Excellent communication skills
- Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
- Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
- Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
- Answer incoming calls and respond to customer's emails in timely manner.
- Manage and resolve customer complaints.
- Identify and escalate issues to supervisors as and when needed.
- Provide product and service information to customers.
- Research required information using available resources and Offer Solution to customers.
- Research, identify, and resolve customer complaints using applicable software.
- Route calls and tickets to appropriate resources and Domains who can best support he user,
- Document all call information according to standard operating procedures.
What they're looking for
- Strong hands-on experience with Genesys Cloud CX and Architect
- IVR, ACD, queue and skills-based call routing
- Experience designing complex inbound/in-queue flows and routing logic
- Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
- Strong understanding of Architect expressions, variables, conditions and error handling
- Enterprise contact-center/IVR implementation experience
- Mandatory Skills: Genesys Cloud Contact Center Admin
Nice to have
- GCP experience, particularly Cloud Functions/Cloud Run
- Python and/or Node.js
- Apigee, Postman and Swagger/OpenAPI
- Git, CI/CD and production troubleshooting
- Experience migrating or simplifying GCP-based IVR/routing solutions into Genesys Cloud
- Genesys Cloud certification is a plus
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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Job Description
Do
ÃÂâÃÂÃÂÃÂâ Excellent communication skills
ÃÂâÃÂÃÂÃÂâ Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
ÃÂâÃÂÃÂÃÂâ Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
ÃÂâÃÂÃÂÃÂâ Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
ÃÂâÃÂÃÂÃÂâ Answer incoming calls and respond to customerÃÂâÃÂÃÂÃÂÃÂs emails in timely manner.
ÃÂâÃÂÃÂÃÂâ Manage and resolve customer complaints.
ÃÂâÃÂÃÂÃÂâ Identify and escalate issues to supervisors as and when needed.
ÃÂâÃÂÃÂÃÂâ Provide product and service information to customers.
ÃÂâÃÂÃÂÃÂâ Research required information using available resources and Offer Solution to customers.
ÃÂâÃÂÃÂÃÂâ Research, identify, and resolve customer complaints using applicable software.
ÃÂâÃÂÃÂÃÂâ Route calls and tickets to appropriate resources and Domains who can best support he user,
ÃÂâÃÂÃÂÃÂâ Document all call information according to standard operating procedures.
ÃÂâÃÂÃÂÃÂâ Recognize, document, and alert the management team of trends in customer calls.
ÃÂâÃÂÃÂÃÂâ Create SOPs for new Issues and resolution given.
ÃÂâÃÂÃÂÃÂâ Complete call logs and reports.
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Must-Have:
- Strong hands-on experience with Genesys Cloud CX and Architect
- IVR, ACD, queue and skills-based call routing
- Experience designing complex inbound/in-queue flows and routing logic
- Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
- Strong understanding of Architect expressions, variables, conditions and error handling
- Enterprise contact-center/IVR implementation experience
Preferred / Value-Add:
- GCP experience, particularly Cloud Functions/Cloud Run
- Python and/or Node.js
- Apigee, Postman and Swagger/OpenAPI
- Git, CI/CD and production troubleshooting
- Experience migrating or simplifying GCP-based IVR/routing solutions into Genesys Cloud
- Genesys Cloud certification is a plus
Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer, with QA responsibilities incorporated into the engineering team or an additional QA resource.
The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise. GCP, Python and Node.js should be treated as differentiators rather than mandatory skills.
Detailed breakdown of skills
1. Genesys Cloud CX
- Strong hands-on experience with Genesys Cloud CX
- Genesys Cloud Architect
- Inbound Call Flows
- In-Queue Flows
- Transfer and Disconnect flows
- IVR design and implementation
- ACD configuration
- Queue configuration
- Skills-based routing
- Priority-based routing
- Bullseye/alternative routing
- Queue and agent routing configuration
- Business hours, schedules and holidays
- Call treatment and error handling
- DTMF and voice interactions
- Callback and transfer scenarios
Mandatory Skills: Genesys Cloud Contact Center Admin .
Experience: 5-8 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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