Contact Center Manager

Role: Genesys Cloud Contact CenterLocation: (Remote) SwedenType: ContractGenesys Cloud Contact Center (Level L3 )Soft Skills requirements

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have good customer handling skills

Certification requirements:

• GCP (Mandatory)
• ITIL Foundation (Preferred)

Skills required

• Experience in migrating contact centers to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.
• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
• Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.
• Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
• Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.
• Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.
• Provide Tier 3 support during critical incidents as necessary
• Participate and lead ongoing technology research and strategic planning for contact center services
• Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required
• Flexibility to work across different time zones
• Resource should be flexible for working in NA Shift Projects as well.

Roles & Responsibilities

• Resolving incident cases.
• Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
• Incident tracking to ensure continuity across shifts.
• Vendor management with PSTN Service provide, OEM for resolution of tickets.
• Coordination of communication bridges during major outages
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
• Adhering to defined SLAs
• Handling tickets / requests
• Troubleshooting technical issues
• Ensuring that defined processes are adhered to
• Report regularly concerning key counters and measures of the voice network through health checks
• Genesys Release Management