Genesys IVR/ACD/Routing Engineer

2 weeks ago


Alpharetta, United States InfiCare Technologies Full time

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.)
Experience working with financial / banking / investment firms is a plus Genesys IVR/ACD/Routing Engineer (Local & Onsite)

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