Genesys Cloud Engineer

About NationsBenefits:

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain

Job Role: Genesys Cloud Engineer

Qualifications:

• Minimum 2+ Years of experience in Genesys cloud Cx
• Knowledge in unified communication
• Familiar with Agile and ITIL Process
• Excellent communication skills
• Problem-solving and decision-making abilities.
  
  

Description: Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology. Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support.

Responsibilities:

• Design and architect IVR solutions.
• Develop and customize IVR flows.
• Designing and Customizing agent scripts
• Working with voice Bot
• Outbound Campaign design and management
• Integrations/API’s
• Monitoring performance and troubleshooting
• Handling telephony configuration SIP and VoIP
• Monitoring performance and troubleshooting
• Reporting and Analytics
• Analyzing intent mining
• Topic Management
• SBC Integration
• Following ITIL process to work on requirement.
• POC’s with new tools and Vendors
• POC’s with IVR requirements and Optimization
• Preparing analytical dashboards and wallboards for contact center data as per business needs
• Producing custom client reports and operational intelligence reports
• Identity and Access management
• Critical support (On call interrupt)
• Automatic Call Distribution and Routing Strategies

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