CN – Strategy – ACE – CS&S – Genesys – 08

From 2 to 6 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 29 days agoJob Applicants: 16Job Views: 160

Job Description


Principal Duties

And Responsibilities:

Would play a role of Genesys solution consultant and if required, should be able to perform hands on delivery of customer interaction solution (Genesys)

Involved in pre-sales activities including Response to RFPs, creating proof of concepts, creating effective presentations, demonstrating solutions during client Orals, Effort and Cost Estimation process etc.

Be a member and/or lead project delivery workstream across phases

Involved in practice specific initiatives including - creating point of views, creating re-usable assets on Contact Center space, perform analysis on Industry research, Market trends, bring-in innovative solutions etc.

Qualifications: Bachelor s degree in related field or equivalent experience.

Experience: Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on PureConnect/PureEngage/PureCloud suite.

Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer

Experience in designing and implementing key business processes in the domain of Customer Services

Experience in Genesys PureConnect administration & application development using Interaction Designer

Experience in Genesys Infrastructure (including but not limited to PureConnect IC, Media Server, Reporting, WFM, Dialer, Genesys WFM, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer)

Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.

Experience in implementing Genesys Interaction Connect or Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop

Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing

Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus

Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus

Key Competencies and Skills: Technical exposure to contact center and overall customer service area.

In depth understanding of Genesys Pure Connect Release 2017/2018

Ideal candidate can work in high-paced and complex projects understanding industry specific Customer Service processes, operations and functional needs

Candidate should have thorough skills to manage stakeholder expectations and be engaging in resolving issues, risks for the success of the project

The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)

Candidates who fit this profile will have a minimum of 2 to 6 years of application design and development experience implementing in the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

The following characteristics are sought:

Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc..) contact center applications using Genesys tooles including Composer, Designer and GAX

Thorough understanding of Genesys Framework, Integration with internal and external components

Thorough understanding of Genesys Framework, Integration with internal and external components

Delivery credentials for Self Service and Analytics solutions enabled with speech-based interfaces and dynamic menu based on customer treatment strategies

Deep knowledge of multiple Self Service and speech recognition vendor s offerings, strengths, and weaknesses, including hands-on experience with products from leading vendors such as Genesys and Nuance

Knowledge of PureConnect Reporting and Analytics (Interaction Analyzer)

Knowledge on Intelligent Process Automation (IPA)

Ability to work on Business proposals from solutioning, effort estimation standpoint and demonstrate solutions during client orals

Candidate must be a Genesys certified professional in one or more focused solution area (Inbound, Outbound, multi-channel, Reporting, etc.)

Excellent communications & presentation skills

Performance/Status reporting

Problem Solving and Conflict Management

Ability to work effectively in a remote, virtual, global environment

Additional Information: Flexibility to be based in Bangalore

Role:Technical Consultant

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Consulting

Role Category:IT Consulting

Employment Type:Full Time, Permanent


UG:Any Graduate

PG:Any Postgraduate

Company Profile

Accenture Solutions Pvt Ltd

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.
Company Info
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Contact Company:Accenture Solutions Pvt Ltd

Address:Plant 3,Godrej and Boyce Compound, MUMBAI, Maharashtra, India

Reference Id:55056