Procept Associates Ltd. was formed in Canada in 1983 to provide project management advisory and training services, initially to engineering and construction clients. Since its inception, Procept has established itself as a market leader and innovator in the development and implementation of project, program and portfolio management best practices; the inception and growth of the business analysis profession; the promotion of best practices in IT service management; and disaster-proofing businesses through the planning and implementation of business continuity management practices. From deep roots serving construction and engineering clients, Procept's reach has spread across many industries and all levels of government, around the world.
Procept is recruiting to fill the position of Genesys Cloud Developer, who will provide essential support to our partner's business operations. You will play a key role in designing, developing, and maintaining the Genesys Cloud contact center solutions that enable our client to deliver superior customer service. You will work closely with our client’s IT and customer service teams to ensure that our contact center system is efficient, reliable, and capable of meeting the demands of a rapidly growing customer base.
You are responsible for the following:
- System Development: Design, develop, and customize Genesys Cloud contact center solutions to meet specific business requirements.
- Integration: Implement and maintain integrations with various third-party systems, such as CRMs and ticketing systems, to ensure seamless customer interactions.
- Routing Strategy: Create and optimize routing strategies to ensure efficient call and chat handling, including skills-based routing, queues, and IVR configuration.
- System Maintenance: Regularly monitor and maintain the Genesys Cloud environment to ensure system stability and reliability, including troubleshooting and resolving issues.
- Reporting and Analytics: Develop and maintain reporting solutions to provide insights into contact center performance, including call and chat metrics, agent productivity, and customer experience.
- Security and Compliance: Ensure the Genesys Cloud environment complies with security and compliance standards, including data protection and privacy regulations.
- Documentation: Create and maintain comprehensive documentation for Genesys Cloud configurations, customizations, and system processes.
- Team Collaboration: Collaborate with cross-functional teams, including IT, customer service, and business analysts, to gather requirements and implement solutions.
- Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
- Apply understanding of industry specific Customer Service processes: 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.)
- Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect/Composer/Designer, GAX etc.
Bring your best skills forward to excel at the role:
- Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
- Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
- Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
- Integration of Genesys cloud CX with enterprise systems
- Developing custom applications using Genesys platform SDK/APIs
- Work Experience related to CICD tools.
- Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
- Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
- Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
Your experience counts!
- Engineering Degree or MBA from a tier 1 institute
- Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.
- Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.
Method of Application
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