Genesys Cloud Specialist

Position Description:

We are currently seeking a highly skilled Genesys Cloud Specialist with experience with design and implementation of Genesys Cloud contact center solutions. We are seeking the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.

Your future duties and responsibilities:

· Perform advisory services, architecture, design and deployment of contact center solutions (such as Genesys Cloud) to clients
· Perform architecture, design and IVR configuration and other relevant configuration on various contact center platform
· Participate and assist in the development of operational policies, standards and procedures for contact center services
· Be responsible for configuring, maintaining, and troubleshooting contact center platforms
· Support Level 3 telecommunications infrastructure incidents/problems.
· Assist the Operations and Support team (NOC) with the telecommunications and IP telephony infrastructure support

Required qualifications to be successful in this role:

– Minimum 5-10 years of experience working with various Contact Centers / Telephony platforms.
– IT Diploma in a relevant field
– French and English bilingualism required
– Experience of IVR development
– Ideally 3 years of experience working with Genesys Cloud/ Genesys PureCloud.
– Deep knowledge of Genesys Cloud
o Global configuration
o Knowledge of different deployment types (BYOC, BYOD, Edge, Hybrid etc…)
o Contact center configuration
o Telephony configuration
o IVR development in Architect
o Data actions
o Screen Popups (Scripts)
o Webchat widgets deployment
o Email routing
– Experience of integrating Genesys Cloud with other systems (CRM, Ticketing system, Web-services etc…)
– Good communication skills
– Good written skills (ability to create solution diagrams, requirements documents, knowledgebase articles)
– Good analytical skills
– Experience using Agile methodologies
Assets:
– Knowledge of one of the AI Chatbot platforms (Google Dialogflow, Amazon Lex, Nuance etc…)
– Knowledge of one of the scripting or programming languages (Powershell, Bash, Python, SQL…)
– Knowledge of Amazon Web Services (AWS) related to Genesys Cloud
– Knowledge of at least one of the major vendors in contact center world (Avaya, Cisco, Genesys PureConnect, Amazon Connect, 8×8, Five9, Nice…)
Preferred Qualification:
– Genesys Cloud Certified Professional

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

Skills:

• Call/Contact handling
• IP Networking
• Sales Support
• Telephony
• Wireline Voice/Telephony

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.

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