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Genesys Consultant | Al Futtaim Technologies | Dubai, U.A.E.

Al-Futtaim
Dubai, United Arab Emirates
Posted 4 years ago
30People have clicked1 open position
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Job Details

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Job Description

Project Delivery

  • Installation, Testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan.
  • Ensure the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality.
  • Provide Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target.
  • Lead the solution delivery activity when deputed as responsible for service delivery of specific project.
  • Works as Technical resource and assists Project Manager in large projects. Takes responsibility of team working on site and coordinate day to day project activities onsite.
  • Expert Knowledge of Genesys, architecting Genesys solution implementation, assisting presales and performing POC.

Service Delivery

  • Provide the complete service interface with the clients / stakeholders and the management.
  • Ensure Customer Satisfaction with the 24x7 Support.

Project Quality Management

  • Ensure the quality of all assigned projects executed/ achieved according to the quality standards defined by the project brief resulting in receipt of the Completion Certificate.

Administrative & Coordination Support

  • Ensure excellent documentation management and day to day activities are undertaken to the required standards.
  • Assist with the preparation, coordination and updating of the business reports.
  • Provide a high collaboration level to support and assistance to other departments and senior managers whenever needed.

People Management

  • Manage, train, and motivate the staff within the department according to company procedures, policy and employment law. Develop internal staff motivation and coaching sessions with a specific aim to improve staff presentation techniques to third parties. Employ and supervise both internal and external resources.

Job Requirements

  • The Genesys Consultant will report to the Program Manager / Technical Manager, however, channels exists for direct communication with the General Manager and other member from the senior leadership team at weekly meetings or as and when required.
  • To be a successful in this role, you should have a bachelor's degree in engineering specialised in software / information technology / computer science.
  • Masters in Business Administration is a plus. PureEngage & PureConnect Certification is an asset.
  • Minimum 5 years of experience in installation and maintenance of Genesys Contract Center Solutions, minimum 2 years of experience in leading the solution delivery activity at customer site, minimum 2 years of experience in Contact Center Integration with SBC, Gateways etc.
  • Expert level of technical Skills in PureConnect platform – Customer Interaction Center Platform, Customer Interaction Center Dialer, Interaction Optimizer, Interaction Recorder, Interaction Analyzer, Interaction Center Administrator, Interaction Center Reporting, Interaction Center Handler Developer, Pure Engage platform, Trouble Shooting Genesys solutions (PureEngage and PureConnect) and Production Issues.
  • Expert level of Integration skills with SBCs - Cisco Voice Gateways, Alcatel PBX/ OXE etc.
  • The Genesys Consultant will have to demonstrate excellent leadership qualities, be customer focused and be able to handle multiple and often conflicting priorities.
  • Good at risk management and mitigation.
  • Strong eye for detail and understanding of the value in process It is essential the incumbent should have excellent interpersonal skills, communication & influencing at all levels – internal and external and a collaborative management style.
  • Excels at operating in a fast pace, community environment.
  • Have the ability to look at situations from several points of view.
  • Delegate responsibilities effectively.
  • Should have a high comfort level working in a diverse environment.
  • Open to direction and collaborative work style and commitment to get the job done. Manage cross-functional relationships effectively.

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