Contact Center SME - Genesys cloud
Summary
Leads a team to design, deploy, and maintain 24/7 Genesys Cloud contact center solutions, resolving escalated issues and analyzing client needs across the SDLC.
Engage stakeholders to understand and analyzetheir challenges, gather further data and use the knowledge base to providethem with optimal solution
• Able to lead the engagement at various stages of SDLC, right from problemdefinition to diagnosis to solution design, development, testing anddeployment.
• Contribute to unit level and organization initiatives with the objective ofproviding high quality and value add consulting solutions to customer
• Lead a team of consultants to support the day to day operations for the 24X7client Contact Center setups with proactive identification and resolution ofthe system components failure
• Perform portfolio analysis, analyze transition needs, timelines, maintainknowledge repositories and create capabilities in core domain areas
• Resolve escalated issues from the team and communicate with clienteffectively in order to resolve customer issues with efficiency and accuracy
• Prepare and drive daily, weekly and monthly charters with customer to reviewthe holistic status reports