Job Description
Job Type: Contract
Job Category: IT
Role: Genesys CCaaS Functional Consultant
Location: Plano, TX
USC and GC Only
Job description:
CCaaS USCAN Functional Implementation Consultation
Responsibilities:
Requirements Gathering
O Collaborate with stakeholders to understand business processes customer service workflows and pain points
O Understand caller profiles and their intent objectives needs when making a call
O Analyze call data and statistics from Avaya system to inform future design
O Collaborate with marketing and branding team to understand their key design and messaging considerations
O Identify caller touch points call center chat social media email myGEHCcom mobile app text media blending
Solution Design:
O Demonstrate Genesys capabilities and features along with best practices and use of AI for a modern customer experience
O Present design choices of flows menus and routing logic and help select the most appropriate option
o Optimize design and automation to reduce wait times and improve customer experience
o Propose functionality to drive self service and reduce need for interaction with a live agent
o Consider integrations with CRM and other systems to streamline the process and provide an omnichannel experience
Testing and Validation Planning
O Define and document test cases and validation steps
O Select testers and articulate testing expectations
O Build test execution plan and defect tracking process
Documentation and training
O Document design and propose a process for keeping the documentation up to date as the system evolves
O Create training material SOPs Knowledge articles for users and functional owners
O Define KPIs and ways to ensure customer satisfaction with the experience
Qualifications:
Official Genesys implementation partner with relevant certifications
5 years Genesys design and implementation experience
Experience designing call systems for B2B
Prior experience incorporating marketingbrand identity in caller experience
Industry experience
Proven experience with documentation and training material
References of prior implementations
US hours availability
Skills:
Mandatory Skills : Genesys Contact-Center, Avaya Collaboration Suite, Cisco Webex, NICE Contact Center.
Required Skills
GRAPHIC DESIGN CONSULTANT
WEB DEVELOPMENT & ANALYTICS CONSULTANT
Job Category: IT
Role: Genesys CCaaS Functional Consultant
Location: Plano, TX
USC and GC Only
Job description:
CCaaS USCAN Functional Implementation Consultation
Responsibilities:
Requirements Gathering
O Collaborate with stakeholders to understand business processes customer service workflows and pain points
O Understand caller profiles and their intent objectives needs when making a call
O Analyze call data and statistics from Avaya system to inform future design
O Collaborate with marketing and branding team to understand their key design and messaging considerations
O Identify caller touch points call center chat social media email myGEHCcom mobile app text media blending
Solution Design:
O Demonstrate Genesys capabilities and features along with best practices and use of AI for a modern customer experience
O Present design choices of flows menus and routing logic and help select the most appropriate option
o Optimize design and automation to reduce wait times and improve customer experience
o Propose functionality to drive self service and reduce need for interaction with a live agent
o Consider integrations with CRM and other systems to streamline the process and provide an omnichannel experience
Testing and Validation Planning
O Define and document test cases and validation steps
O Select testers and articulate testing expectations
O Build test execution plan and defect tracking process
Documentation and training
O Document design and propose a process for keeping the documentation up to date as the system evolves
O Create training material SOPs Knowledge articles for users and functional owners
O Define KPIs and ways to ensure customer satisfaction with the experience
Qualifications:
Official Genesys implementation partner with relevant certifications
5 years Genesys design and implementation experience
Experience designing call systems for B2B
Prior experience incorporating marketingbrand identity in caller experience
Industry experience
Proven experience with documentation and training material
References of prior implementations
US hours availability
Skills:
Mandatory Skills : Genesys Contact-Center, Avaya Collaboration Suite, Cisco Webex, NICE Contact Center.
Required Skills
GRAPHIC DESIGN CONSULTANT
WEB DEVELOPMENT & ANALYTICS CONSULTANT
💡 Quick Summary
Seeking a career-building opportunity? The Genesys CCaaS Functional Consultant-3- post position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Dallas offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
