Job Title: Genesys Engage, Genesys Inbound Voice Specialist
Job Summary:
We are seeking a skilled Genesys Engage, Genesys Inbound Voice Specialist to join our team. The ideal candidate will be responsible for managing and optimizing inbound voice interactions within the Genesys Engage platform to enhance customer experience and drive business outcomes.
Responsibilities and Duties:
- Design, configure, and implement inbound voice routing strategies within Genesys Engage
- Monitor and analyze inbound voice performance metrics to identify areas for improvement
- Work closely with stakeholders to understand business requirements and translate them into Genesys workflows
- Collaborate with cross-functional teams to ensure seamless integration of Genesys Engage with other systems
- Provide ongoing support and troubleshooting for inbound voice-related issues
- Stay current on Genesys Engage best practices and recommend optimizations to enhance efficiency and effectiveness
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or related field
- 3+ years of experience in Genesys Engage configuration and administration
- Proficiency in Genesys Inbound Voice routing strategies and workflows
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Genesys certification(s) a plus
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