Job Title:  Consultant | Genesys | Bengaluru | Customer Strategy & Design

Key Requirements:

• Minimum 3 years of deep technical experience supporting the Genesys Cloud contact center platform
• Experience in Auto Finance and/or Collections environments (preferred)
• Fluent in English, both written and verbal
• Strong experience supporting Genesys Cloud CX in a production environment
• Proficiency in contact center technologies, including:
• ACD / IVR call routing
• Dialer
• Quality and speech analytics
• Real-time and historical reporting
• Omni-channel solutions
• Workforce Management
• Ability to troubleshoot WebRTC connectivity and audio issues for both in-office and remote users
• Experience supporting CTI and CRM integrations
• Scripting experience, familiarity with REST APIs, and troubleshooting CRM integrations
• Familiarity with contact center and telephony testing, monitoring, and QA tools (e.g., Cyara or equivalent)
• Genesys training and/or certification is a plus

Education- B.Tech/MBA/BE/BCA