Lead Consultant Genesys Cloud

Role – Lead Consultant

Technology – Genesys Cloud, Genesys Engage, Genesys Integration Hub, Telephony

Location – Stockholm, Sweden

Business Unit – ENGNECC

Compensation – Competitive (including bonus)

Job Description

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role

In the role of consultant, you will play a pivotal role in driving functional excellence and business value using Genesys cloud. You will act as the Technical/functional SME, responsible for designing, configuring, testing, and supporting the Contact Centre Platform.

You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required

• 10+ years of experience in consulting, configuration and integration across Genesys on-Prem/ cloud platform
• Genesys Architect flows, WebRTC, and Voice/Digital in queue flows,
• Genesys Cloud APIs, Genesys Cloud SDKs, call routing, Architect Voice and Digital flows development,
• Outbound campaigns, GC Reporting, Onboarding new Genesys Org and initial configuration.
• Knowledge in Java or Python is an advantage
• Certification in Genesys Cloud CX: Developer/Professional Certification is an advantage.
• Experience in leading and managing team of GC consultants
• Integration of customer telephony with Genesys Cloud Edge.
• Configuration and Integration of Genesys Cloud Work Force Management and Voice recording
• Drive business and system requirements scoping sessions with client stakeholders.
• Prioritizing and escalating with Manager on duty to ensure timely resolution.
• Managing and documenting knowledge artifacts.
• Perform root cause analysis and provide solution.
• Maintain the appropriate execution of all defect correction, release management activities and other related changes aligned to operational readiness and consistency in services.

Preferred

• Soft Skills:

o Excellent communication skills

o Adaptability in client implementation environments

o Eagerness to learn and apply new technologies for application improvement.

Responsibilities

• Requirement gathering, estimation and work planning.
• Genesys cloud call flow design, development, integration testing and deployment.
• Participate in creating an implementation plan as per the project level quality plan and work on go live activities.
• Respond to production issues, arrive at a solution with inputs from the stakeholders.
• Build repository of knowledge for higher efficiency and effectiveness.
• Leading offshore and onsite teams.

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
• High proactiveness
• Lean Agile mindset & Self Leadership

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys can help your enterprise navigate your next.