Role Summary
The Genesys Analyst or Consultant is responsible for solving customer-facing challenges across sales, service, and marketing. This role involves planning, designing, and implementing Genesys Cloud solutions while working on complex transformation projects for G2000 clients.
Job Description
In this role, you will join the SONG practice to address various customer challenges and enhance their experience through innovative solutions. You will collaborate with teams to analyze contact center functions and integrate advanced technologies.
Key Responsibilities:
- Analyze contact center functions to identify improvement areas.
- Design and implement Genesys Cloud solutions focusing on multichannel self-service.
- Recommend AI and Gen AI technology solutions to enhance customer interactions.
- Integrate Genesys architecture with enterprise systems for seamless operations.
- Drive cost reduction initiatives through effective project management.
- Collaborate with cross-functional teams to deliver high-quality solutions.
- Ensure customer satisfaction by optimizing service delivery processes.
Job Requirements
Degree in Computer Science, Engineering, or Telecommunications.
2 to 10 years of experience in implementing multichannel self-service and Omni-Channel Routing.
Proficiency in Genesys Cloud architecture, including Architect, Admin, and Collaborate tools.
Hands-on experience with Voice and Non-Voice applications (SMS, Email, Chat, Social Media).
Deep understanding of industry-specific Customer Service processes and operations.
Quick Info
Company
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Location
Kuala Lumpur
Salary
—
Incentive / Bonus
Not Specified
Skills Required
6 skills
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Required Skills
Genesys Cloud Architecture
AI Technology Integration
Project Management
Customer Service Optimization
Data Analysis
Communication
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