Genesys - Solution Consulting Role - Customer Service Operations & Contact Center - IIM/ISB/MDI/FMS

Solution Consulting Role

Required Skills & Experience :

- MBA from a tier 1 institute

- A minimum 2 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.

- Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Architect/Composer/Designer.

- Experience in leveraging Genesys product solution to automate customer service processes like Interaction Routing, CTI, Reporting etc.

Roles & Responsibilities:

- Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.

- Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations

- Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties

- Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management

Bring your best skills forward to excel at the role:

- Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.

- In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer.

- Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

- Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO

- Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.