Genesys Support

Job Description

Genesys Cloud CX Professional certification. Familiarity of integrated Genesys Cloud and Salesforce solution. Experience in delivering solutions onto Genesys Cloud. Experience in voice and also in non-voice routing. Strong presentation and interpersonal skills, including the ability to articulate sophisticated processes and influence a wide range of collaborators. Support the governance of template solutions and bring design changes through the relevant design authority or forum. For approved demand, understand business requirements and sophisticated business processes and scenarios and translate / break these down into a simplified set of requirements for which solutions can be investigated. Propose design for global standard solutions to meet business needs. Explain concepts and solutions to technical and non-technical collaborators. Prepare or provide input to functional specifications for solution design. Support the preparation, structure, and delivery of presentation materials for template familiarisation, template fit-gap, solution design, user training and team knowledge sharing. Support template fit gap and user training sessions. Support peer review process for design changes, providing input and feedback. Identify, analyse, and delineate problems. For new designs or changes to craft, provide testing scenarios to ensure the solution is robust. Understand, adopt, and embrace agile principles and agile ways of working