Job Description
Engage with stakeholders to gather and document requirements for the Genesys contact center solution. Analyze current contact center processes and identify optimization opportunities. Collaborate with technical teams to design and implement solutions aligned with business needs and Genesys platform capabilities. Oversee Genesys system configuration, ensuring alignment with company requirements. Coordinate integration with other systems and manage customization of features and workflows. Develop project plans, execute test plans, and manage changes in project scope and timelines. Provide training for end-users, create documentation, and monitor post-implementation performance. Utilize tools like Visio, Jira, and Dynamics for project documentation and workflow management. Perform feasibility studies, and evaluate user requirements. Must be willing to travel for setting up various systems to various clients at unanticipated locations within the United States for short term and long term durations.
