Digital Solutions Consultant – Genesys Cloud CX

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

📋 Description

• Configure and manage the Genesys Cloud CX platform, including user accounts, queues, skills, telephony setups, wrap-up codes, and routing protocols.

• Create, set up, and sustain intricate customer service workflows for various voice and digital channels, including chat, email, and WhatsApp.

• Diagnose platform issues by reviewing interactions and utilizing Flow History to troubleshoot and identify failures.

• Set up and activate Workforce Management (WFM) functionalities.

• Leverage Speech Analytics tools to analyze and tailor interactions for enhanced customer engagement.

• Utilize and integrate Genesys Cloud APIs in accordance with project specifications.

• Develop and incorporate REST APIs using JSON formats, including handling responses and incoming data.

• Establish integrations between Genesys Cloud and CRM, ITSM, and directory service platforms, such as Salesforce, ServiceNow, Zendesk, and Azure.

• Create integration solutions utilizing APIs and webhooks based on both technical and functional requirements.

• Implement AI-driven solutions for customer service, such as voicebots, chatbots, and Agent Assist technologies.

• Configure Workforce Engagement Management (WEM) features to support processes related to scheduling, quality assurance, and monitoring.

• Explore opportunities to automate and enhance customer service workflows using the platform's available features.

• Collect and map business requirements for contact centers, Help Desk, and Back Office operations.

• Convert functional requirements into workflows, configurations, and solutions within Genesys Cloud CX.

• Evaluate the technical feasibility of requests, identify areas for improvement, and propose client-centric solutions.

• Assist in defining and implementing digital solutions that align with project goals.

⛳️ Requirements

• Practical experience with the Genesys Cloud CX platform.

• In-depth knowledge of platform configuration and administration, including queues, skills, telephony, routing, and wrap-up codes.

• Experience in developing and maintaining customer service workflows for both voice and digital channels.

• Familiarity with troubleshooting and interaction analysis using Flow History.

• Experience in consuming REST APIs, working with JSON formats, and handling responses.

• Knowledge of integrations via APIs and webhooks.

• Familiarity with or experience in integrations between customer service, CRM, ITSM, and directory service platforms.

• Capability to gather requirements, comprehend business needs, and suggest technical solutions.

🏝️ Benefits

• Meal or food allowance.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform providing free, current online courses along with certificates.

• Mentoring opportunities.

• Benefits club for medical consultations and tests.

• Health insurance coverage.

• Dental insurance options.

• Benefits and discounts at top establishments.

• Travel club membership.

• Pet benefits program.