Digital Solutions Consultant – Genesys Cloud CX

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Administer and configure the Genesys Cloud CX platform, encompassing users, queues, skills, telephony, wrap-up codes, and routing rules.

• Develop, configure, and maintain interaction flows for voice and digital channels, including Chat, Email, and WhatsApp.

• Troubleshoot the platform by utilizing Flow History to analyze and identify issues.

• Configure and manage Workforce Management (WFM) features.

• Collaborate with Speech Analytics to analyze and tailor interactions.

• Develop and utilize Genesys Cloud APIs in accordance with project requirements.

• Integrate the platform with enterprise systems such as CRM, ITSM, Active Directory, Salesforce, ServiceNow, Zendesk, and Azure.

• Develop and work with REST APIs and JSON structures, processing and manipulating returned data.

• Gather and map requirements in collaboration with business stakeholders.

• Translate business needs into flows and solutions within the Genesys platform.

• Implement AI features, including Voicebots, Chatbots, and Agent Assist.

• Engage with Workforce Engagement Management (WEM) solutions, encompassing quality, monitoring, and workforce management features.

• Support the ongoing evolution and enhancement of digital solutions and customer service processes.

⛳️ Requirements

• Bachelor’s degree obtained or currently in progress.

• Hands-on experience with Genesys Cloud CX.

• Advanced understanding of platform administration and configuration.

• Experience in creating and maintaining intricate interaction flows.

• Familiarity with routing, queues, skills, and telephony features.

• Proficiency in troubleshooting and analyzing interactions on the platform.

• Knowledge of APIs, REST APIs, and JSON.

• Experience or knowledge of integrations between Genesys and enterprise systems.

• Ability to gather and analyze requirements effectively.

• Understanding of automation and digital solutions.

• Strong analytical skills coupled with business acumen.

• Excellent communication skills and the ability to collaborate with various teams.

• Familiarity with Genesys Functions and Data Actions is a plus.

• Experience in configuring outbound dialers, campaigns, and contact lists is a plus.

• Experience with Voicebots, Chatbots, Agent Assist, and AI solutions is a plus.

• Knowledge of WFM and WEM is a plus.

• Experience integrating with Salesforce, ServiceNow, Zendesk, or Azure is a plus.

• Familiarity with API development is a plus.

• Proficiency in English and/or Spanish is a plus.

🏝️ Benefits

• Meal voucher or food allowance.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform providing free, up-to-date online courses with certificates.

• Mentoring opportunities.

• Benefits club offering discounts on consultations and medical tests.

• Health insurance.

• Dental insurance.

• Benefits and discounts club at leading establishments.

• Travel club.

• Pet insurance partnership.