Contact Center Consultant

We are seeking a highly skilled and experienced Genesys Contact Center Consultant to join our team. The ideal candidate will have expertise in Genesys Cloud, NICE, Verint, Routing Applications, and Omnichannel Migration. This role is critical for helping our clients optimize their contact center operations, streamline workflows, and transition to omnichannel platforms, delivering exceptional customer service solutions.

Key Responsibilities:

• Genesys Cloud Implementation and Optimization: Provide expertise in deploying, configuring, and optimizing Genesys Cloud solutions to meet client needs, ensuring high-performance contact center environments.
• NICE & Verint Expertise: Manage, configure, and optimize NICE and Verint systems for workforce management, quality management, and performance analytics.
• Routing Applications: Design, implement, and optimize intelligent routing strategies within the Genesys Cloud platform to improve efficiency and customer experience.
• Omnichannel Migration: Lead and support clients in migrating from traditional contact center solutions to an omnichannel environment, including voice, email, chat, social media, and self-service channels.
• Consultation & Solution Design: Engage with clients to understand business requirements, develop tailored solutions, and recommend best practices for technology integration and process improvement.
• System Integration: Facilitate integration of Genesys Cloud with third-party systems, CRM solutions, and other business applications, ensuring seamless data flow and operational efficiency.
• Troubleshooting & Support: Provide ongoing support, troubleshooting, and maintenance services for clients’ contact center environments to ensure high availability and performance.
• Training & Knowledge Transfer: Conduct training sessions for client teams on platform usage, best practices, and system capabilities to ensure successful adoption.
• Documentation & Reporting: Create and maintain detailed project documentation, including system configurations, design plans, and user guides.

Required Skills & Qualifications:

• Proven experience with Genesys Cloud, including setup, configuration, and optimization.
• Strong knowledge of NICE and Verint platforms, especially in workforce management, quality management, and analytics.
• Hands-on experience with Routing Applications in a contact center environment, including IVR, ACD, and intelligent routing strategies.
• Demonstrated expertise in Omnichannel Migration, including migrating clients from legacy systems to integrated voice, email, chat, social media, and self-service solutions.
• Strong analytical and troubleshooting skills to diagnose and resolve complex technical issues.
• Ability to understand and translate business requirements into technical solutions.
• Excellent communication and interpersonal skills to engage with stakeholders at all levels.
• Ability to manage multiple projects and priorities effectively in a fast-paced environment.
• Familiarity with cloud-based architecture and SaaS-based solutions.
• Certifications in Genesys Cloud, NICE, and/or Verint platforms are highly desirable.