Genesys Cloud Specialist

Position Description:

Genesys Cloud Specialist

Are you a talented problem-solver, an innovative idea-maker, and a high-energy professional? We are on the lookout for a highly skilled Genesys Cloud Specialists who thrives on designing and implementing cutting-edge Genesys Cloud contact center solutions.

Location: Montreal/Toronto-
Bilingual: French and English – Highly preferred

Your future duties and responsibilities:

As Genesys Cloud Specialists you’ll work closely with customers throughout the entire Genesys Cloud lifecycle, from initial setup and configuration to ongoing support and optimization.

Pre-Sales & Implementation:
• Assist with needs assessment and solution design for Genesys Cloud
• Conduct product demonstrations and training for customers
• Develop and implement Genesys Cloud configurations based on the specific requirements of the customers. This includes setting up contact flows, queues, and other system parameters.
• Integrate Genesys Cloud with third-party applications to ensure seamless communication and data flow. This may involve working with APIs and other integration tools.
• Create and maintain documentation related to Genesys Cloud configurations, processes, and procedures. This is crucial for knowledge transfer and compliance.
• Provide training and support to end-users and administrators on how to use Genesys Cloud effectively. This includes creating documentation and conducting training sessions.

Support & Optimization:
• Provide technical support to customers using Genesys Cloud
• Troubleshoot and resolve Genesys Cloud issues related to Genesys Cloud functionality. This involves troubleshooting technical problems and collaborating with technical support teams when necessary.
• Monitor and analyze Genesys Cloud performance data and generating reports to assess the efficiency and effectiveness of Genesys Cloud solutions. Analyzing data to make recommendations for improvements.
• Recommend and implement optimization strategies and proactively identify opportunities for improvement in Genesys Cloud solutions and recommending enhancements to optimize performance and user experience.

Required qualifications to be successful in this role:

Bachelor’s degree in computer science, Information Technology, or related field
• 3+ years of experience with Genesys Cloud platform (required)
• Experience with AWS, Azure, or GCP preferred.
• good understanding of networking concepts and security principles
• Experience with Genesys PureConnect / engage platform is a plus.
• Excellent communication, collaboration, and problem-solving skills
• Bilingualism English/French is preferred

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• DevOps
• Solutions Architecture
• Telephony
• English
• French

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.