Senior Consultant - Genesys Contact Center

Experience GAAP (Genesys) /Genesys Designer, IVR Call flow and Composer.
Experience Genesys CTI Framework
Experience in Developing Genesys contact Center Reports
Experience with WDE /WWE Development
Experience in developing Voice, Email, Chat and Social Media Channels
Exposure to NLU engines and Genesys cloud integration with AI platforms like Google CCAI, Dialog flow
Microservices, Mongo DB
Experience working in Agile Methodologies, such as XP, Scrum or Kanban.
Design and Development of Genesys Contact Center program with Experience in Genesys Cloud Architect
Development of Omni Channel Genesys Contact Center
Configuration and Integration of Genesys WFM and Voice recording
Participate in business and system requirements sessions.
Prioritizing and escalating with Manager on duty (MOD) to ensure timely resolution
Managing and documenting knowledge artifacts.
Perform route cause analysis of repeated incidents and come up solutions that help in preventing such incidents
Maintain the appropriate execution of all defect correction, release management activities and other related changes aligned to operational readiness and consistency in services.

Preferred
Work in a Global delivery environment
Excellent Analytical and troubleshooting skill.
Excellent in Verbal, written communication.
Willingness and flexibility to learn new technologies scale up quickly and adapt to different roles as the situation demands.
Ability to work independently, within general guidelines or best practices and manage complex technical solutions
Ability to lead and motivate a multi-skilled IT Development Team

Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
High analytical skills
A high degree of initiative and flexibility
High customer orientation
High quality awareness
Excellent verbal and written communication skills



All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Why Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.