About the Role
The role involves analyzing business processes, defining functional requirements, and supporting the delivery of contact center solutions on the Genesys Cloud platform through effective communication and documentation.
Responsibilities
- Collect and document business requirements from stakeholders
- Translate customer needs into functional specifications for technical teams
- Analyze current workflows and recommend process improvements
- Support configuration and testing of Genesys Cloud CX solutions
- Collaborate with developers and engineers during implementation phases
- Facilitate user acceptance testing and gather feedback
- Maintain detailed documentation of system functionality and changes
- Identify gaps between business expectations and technical capabilities
- Assist in training end users on new features and processes
- Monitor post-implementation performance and support issue resolution
- Work closely with project managers to track progress and timelines
- Ensure compliance with defined project scope and objectives
- Participate in sprint planning and agile ceremonies when applicable
- Validate integrations between Genesys Cloud and other enterprise systems
- Provide input on system usability and customer experience design
Nice to Have
- Genesys certification or platform-specific training
- Direct experience implementing Genesys Cloud CX solutions
- Knowledge of API integrations and data flows
- Exposure to quality assurance and test planning
- Understanding of workforce optimization concepts
Compensation
Competitive market rate
Work Arrangement
Hybrid
Team
Cross-functional project delivery team
Technology Environment
Work will be conducted primarily within the Genesys Cloud ecosystem with integration points to CRM, workforce management, and analytics platforms.
Project Focus
Initiatives will center on improving customer service operations through cloud-based contact center solutions and automation.
Available for qualified candidates
