An exciting opportunity to join our client's team at a staffing and consulting company headquartered in New Jersey, specializing in innovative workforce solutions across various industries since 1984. We are looking for a Contact Center Transformation Consulting Manager - Genesys to join this organization.
Responsibilities
- Analyze customer requests for Contact Center and provide solution recommendations for On Premise and Cloud/Hybrid cloud solutions.
- Manage Contact Center Engagements across project delivery phases.
- Lead business proposals and collaborate with teams and vendors to respond to RFIs and RFPs.
- Manage and grow Genesys capability, including headcount, creating Points of View, and developing assets to improve operational efficiency and customer experience.
- Identify customer needs through technical benefits assessments and build business value for solutions.
- Assist in preparing and responding to customer RFP requests and qualifying deals for technical feasibility.
Requirements
- 10 years experience working with Customer Service operations and Contact Center channels.
- Experience leading Customer Service operations assessments and deriving business cases for improvements.
- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage, PureConnect, Engage cloud, or Genesys Cloud suite.
- In-depth knowledge of Customer Service Operations with cross-industry experience preferred.
- Functional and hands-on experience on Voice and Non-Voice applications solutioning using Genesys Composer and Genesys Designer.
- Knowledge of on-premise, cloud, hybrid cloud, and pricing strategies for Genesys solutions.
- Experience in Genesys Cloud administration and application using Genesys Designer.
- Experience with Genesys Framework Components such as GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, and GPlus Integrations.
- Experience leveraging Genesys solutions to automate customer service processes like Task Routing, Interaction Routing, CTI, and Reporting.
- Professional services or engineering background with CRM and/or Contact Center solutions.
In addition to the salary, the company offers the following benefits
- Health insurance.
- Retirement benefits, Leave credits
- Access to highly skilled experts to bring you the latest in learning and development with training in leadership, technical and personal development.
- A flexible working environment.
What is RSight®
RSight® is a next-generation recruitment solution, committed to the values of fairness, transparency, and human-centric hiring. RSight® aims to redefine recruitment, putting people and potential at the heart of every opportunity.
Application Instructions
Please submit your resume (mandatory) outlining your qualifications and interest in the position. Only candidates selected for interviews will be contacted.
