Genesys Contact CX Support Specialist

ob Description: Genesys Contact CX Support Specialist

The Genesys Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service levels (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization.

Required Qualifications

• Extensive & core experience working with Genesys Support and Cloud Architect

• Extensive experience in contact center operations, contact center technologies, and contact center strategies.

• Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must.

• Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria

• Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.

• Expertise in contact center technologies, including IVR, CRM, WFM, etc., with the ability to research and identify optimal solutions.  Proficiency in documenting business and system requirements,

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.