Paxyl is looking for a Genesys Customer Contact Center Specialist.
Paxyl offers a full range of essential services for implementing and managing contact center solutions. Involvement in numerous replacement and upgrade projects has developed uncommon expertise, particularly on the challenges and solutions of such projects. Paxyl stands out for its privileged and trusted relationships with partners, clients, and employees.
Paxyl is looking for a Genesys Engage and/or Cloud CCC specialist to join our team of experts to work on mandates and projects as an architect, strategic advisor, or designer/integrator.
Responsibilities:
- Guide clients in designing and/or realizing their customer experience strategy.
- Design and implement CCC business processes according to client needs.
- Design appropriate software architectures.
- Design and configure contact center software.
- Ensure continuous improvement (upgrades, optimization, new features) at clients, considering impacts in various business areas.
- Ensure quality assurance of our projects and deployments.
- Develop components for integrating Genesys solutions with client business systems or support their development teams using Genesys APIs.
- Develop recommendations for major projects to integrate with the software package.
- Monitor the evolution of software packages or products compatible with our CCC solutions to influence business decisions.
- Support and guide clients in all project delivery phases.
- Provide technical support to users of our solutions.
- Produce various project documentation according to roles within projects.
- Create training plans and deliver training to clients and users.
Skills:
- Excellent mastery of Genesys solutions (Engage and Cloud) or another CCC system.
- Minimum of 5 years of experience in a CCC environment.
- Knowledge of Cloud environments.
- Strong analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Good understanding of Web architectures – an asset.
- Knowledge of programming languages (JavaScript, Python, or Ruby) – an asset.
To apply or for questions, contact Angélique Lebailly, HR and Communications Manager, Angelique_Lebailly@paxyl.ca.