Sr. Genesys Voice Platform Consultant (REMOTE)

Atlanta, GA 30308

Posted: 08/21/2023 Job Category: Telecom Job Number: 2753

Job Description

Senior Genesys Voice Platform Consultant (REMOTE)

Senior Genesys Voice Platform Consultant Company Overview: We are a leading technology professional services firm specializing in delivering innovative solutions to global clients across multiple industries. Our expertise lies in harnessing cutting-edge technologies to drive transformative changes in our clients' operations. We are currently seeking a Senior Genesys Voice Platform Consultant to join our team and contribute to a major voice project for a prominent global financial services client.
Senior Genesys Voice Platform Consultant Position Overview: As a Senior Genesys Voice Platform Consultant, you will play a pivotal role in the successful execution of a complex voice project for our global financial services client. You will be responsible for leveraging your advanced knowledge and experience with the Genesys Voice platform to design, implement, and optimize call scripts, reporting mechanisms, and workforce management solutions. Your expertise will ensure seamless integration, exceptional call quality, and efficient call center operations.
Senior Genesys Voice Platform Consultant Responsibilities:
  • Utilize advanced knowledge of the Genesys Voice platform to design, develop, and maintain call scripts that align with the client's business objectives and operational requirements.
  • Collaborate closely with cross-functional teams to gather and analyze requirements, ensuring effective integration of Genesys solutions within the client's environment.
  • Leverage PureInsights Reporting to extract actionable insights from call data, contributing to informed decision-making and continuous improvement of call center performance.
  • Design and implement Genesys Workforce Management solutions to optimize staffing, scheduling, and resource allocation for the call center operations.
  • Provide subject matter expertise on the Mindful application to support mindfulness-based routing strategies and enhance customer experience.
  • Collaborate with project managers, developers, and other stakeholders to ensure the successful execution of the voice project, adhering to established timelines and quality standards.
  • Act as a mentor and technical leader, guiding junior consultants and team members in best practices related to the Genesys Voice platform.
  • Stay current with industry trends, emerging technologies, and advancements within the Genesys ecosystem, continuously enhancing your expertise.
Senior Genesys Voice Platform Consultant Required Skills and Experience:
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
  • Minimum of 5 years of hands-on experience working with the Genesys Voice platform in a senior or lead capacity.
  • Proven ability to create, implement, and optimize call scripts that align with business goals and enhance customer experience.
  • Proficiency in utilizing PureInsights Reporting to extract actionable insights from call data and drive data-driven decision-making.
  • Strong knowledge of Genesys Workforce Management, with the ability to design and implement staffing and scheduling solutions.
  • Experience with Mindful application for mindfulness-based routing strategies is a strong advantage.
  • Familiarity with related technologies, such as SIP, IVR systems, and CTI integrations.
  • Excellent problem-solving skills, with the ability to troubleshoot complex technical issues and propose effective solutions.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
  • Strong leadership skills and the ability to mentor junior team members.
Senior Genesys Voice Platform Consultant Preferred Knowledge and Experience:
  • Industry certifications related to Genesys, such as Genesys Certified Professional (GCP) or Genesys Certified Associate (GCA).
  • Experience working in a financial services environment or similar industry, understanding the unique challenges and requirements.
  • Familiarity with Agile methodologies and project management frameworks.
Join our dynamic team and be part of a transformative project that leverages your expertise to shape the future of voice interactions in the financial services sector. If you are a results-driven, innovative thinker with a passion for excellence, we encourage you to apply.
Note: This job description is intended to provide a general overview of the position and does not encompass every detail of the role.


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Sam Slonkosky
Technical Recruiter

I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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