Genesys IVR/ACD/Routing Engineer
2 weeks ago
Role: Genesys IVR/ACD/Routing Engineer
Location: Alpharetta, GA / 3 days in a week (Local & Onsite)
Duration Options: Contract, FTE.
Job Description
Overview: The Client seeking a Genesys IVR/ACD/Routing Engineer candidate for working in one of our partner clients - A top ten global financial investment firm.
- Design, implement, and help maintain Genesys Cloud CX solution, focusing on integration and deployment in a cloud environment.
- Configure and manage IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) Required.
- Experience working with, building and reviewing interactive flows using Genesys "Designer" Required.
- Experience with legacy Genesys (Engage) and migrating call and routing flows from Engage to Cloud CX is a desired plus
- Experience with Genesys WFM/WFO to optimize contact center operations - is a plus.
- Accustomed to collaborating with cross-functional teams, including IT, Operations Call Centers, management, and external vendors to ensure seamless functionality and scalability of the Genesys contact center system.
- Experience with Conversational & Generative AI is not required but considered a plus.
- Must have excellent communication and documentation, skills.
- Adept at using visual diagram tools (i.e. Visio, LucidChart, etc.)
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