This job has expired.
Our team is looking for a Product Manager to assist with the migration of our on-premises solution to Genesys Cloud, followed by assisting in the design of new features, functionality of the IVR/Routing.
Duties & Responsibilities
- Serves as resident expert for Genesys Cloud capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation
- Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis
- Support customer acceptance testing activities and troubleshoot/correct any issues
- Assist the Telecom and other infrastructure teams in planning, design, tasks, and projects as needed
- HENRY/Siebel operational duties
Required Skills/Qualifications
- Comprehensive telephony background
- Experience in chatbots
- Experience administrating and supporting Gen Cloud
- Experience with contact center technologies (e.g., HENRY, Siebel, CTI, routing, IVR, call recordings, WFM etc.)
- Understanding of supporting technologies such as remote and virtual desktop management, and other technologies needed to operate customer contact centers
- Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
- 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
- Understanding of business processes and how they relate to customer experience technology
- Well versed with omni-channel technologies
- Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management
- Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers
- Ability to take a requirement document, work through any ambiguity and follow through to implementation
- Strong analytical and problem-solving abilities
- Strong work ethic and a team player
- Enthusiasm toward technology, willingness to learn
- Works to achieve goals while overcoming obstacles and/or planning for contingencies
This job has expired.
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