Genesys CCaaS Functional Consultant-3- post

Job Type: Contract

Job Category: IT

Role: Genesys CCaaS Functional Consultant
Location: Plano, TX
USC and GC Only

Job description:
CCaaS USCAN Functional Implementation Consultation

Responsibilities:
Requirements Gathering
O Collaborate with stakeholders to understand business processes customer service workflows and pain points
O Understand caller profiles and their intent objectives needs when making a call
O Analyze call data and statistics from Avaya system to inform future design
O Collaborate with marketing and branding team to understand their key design and messaging considerations
O Identify caller touch points call center chat social media email myGEHCcom mobile app text media blending

Solution Design:
O Demonstrate Genesys capabilities and features along with best practices and use of AI for a modern customer experience
O Present design choices of flows menus and routing logic and help select the most appropriate option
o Optimize design and automation to reduce wait times and improve customer experience
o Propose functionality to drive self service and reduce need for interaction with a live agent
o Consider integrations with CRM and other systems to streamline the process and provide an omnichannel experience

Testing and Validation Planning
O Define and document test cases and validation steps
O Select testers and articulate testing expectations
O Build test execution plan and defect tracking process
Documentation and training
O Document design and propose a process for keeping the documentation up to date as the system evolves
O Create training material SOPs Knowledge articles for users and functional owners
O Define KPIs and ways to ensure customer satisfaction with the experience

Qualifications:

Official Genesys implementation partner with relevant certifications
5 years Genesys design and implementation experience
Experience designing call systems for B2B
Prior experience incorporating marketingbrand identity in caller experience
Industry experience
Proven experience with documentation and training material
References of prior implementations
US hours availability

Skills:

Mandatory Skills : Genesys Contact-Center, Avaya Collaboration Suite, Cisco Webex, NICE Contact Center.




Required Skills

GRAPHIC DESIGN CONSULTANT

WEB DEVELOPMENT & ANALYTICS CONSULTANT