Digital Solutions Consultant – Genesys Cloud CX

• Administer and configure the Genesys Cloud CX platform, including users, queues, skills, telephony, wrap-up codes, and routing rules
• Develop, configure, and maintain voice and digital-channel interaction flows, including Chat, Email, and WhatsApp
• Troubleshoot the platform using Flow History to analyze and identify issues
• Configure and administer Workforce Management (WFM) features
• Work with Speech Analytics to analyze and customize interactions
• Develop and consume Genesys Cloud APIs according to project requirements
• Integrate the platform with enterprise systems such as CRM, ITSM, Active Directory, Salesforce, ServiceNow, Zendesk, and Azure
• Develop and work with REST APIs and JSON structures, processing and manipulating returned data
• Gather and map requirements with business stakeholders
• Translate business needs into flows and solutions within the Genesys platform
• Implement AI features, Voicebots, Chatbots, and Agent Assist
• Work with Workforce Engagement Management (WEM) solutions, including quality, monitoring, and workforce management features
• Support the continuous evolution and improvement of digital solutions and customer-service processes

• Bachelor’s degree completed or in progress
• Hands-on experience with Genesys Cloud CX
• Advanced knowledge of platform administration and configuration
• Experience creating and maintaining complex interaction flows
• Knowledge of routing, queues, skills, and telephony features
• Experience troubleshooting and analyzing interactions on the platform
• Knowledge of APIs, REST APIs, and JSON
• Experience with or knowledge of integrations between Genesys and enterprise systems
• Ability to gather and analyze requirements
• Knowledge of automation and digital solutions
• Strong analytical skills and business acumen
• Excellent communication skills and ability to collaborate with different teams
• Knowledge of Genesys Functions and Data Actions is a plus
• Experience configuring outbound dialers, campaigns, and contact lists is a plus
• Experience with Voicebots, Chatbots, Agent Assist, and AI solutions is a plus
• Knowledge of WFM and WEM is a plus
• Experience integrating with Salesforce, ServiceNow, Zendesk, or Azure is a plus
• Knowledge of API development is a plus
• English and/or Spanish is a plus

• Meal voucher or food allowance
• Discounts on courses, universities, and language institutions
• Stefanini Academy — a platform offering free, up-to-date online courses with certificates
• Mentoring
• Benefits club offering discounts on consultations and medical tests
• Health insurance
• Dental insurance
• Benefits and discounts club at leading establishments
• Travel club
• Pet insurance partnership