Position Summary:
As the Genesys Certified Technical Manager at Al Futtaim Technologies, you will be a PMP Certified Engineer entrusted with leading a team of Genesys Engineers across multiple markets including UAE, KSA, Qatar, and other emerging markets as per company requirements.
Responsibilities:
Oversee the installation, testing, and commissioning of Genesys contact center solutions, both on Genesys Cloud and Genesys Engage, adhering to agreed project timelines.
Ensure projects are delivered within scope, cost, and quality parameters, meeting committed timelines at customer sites.
Provide Level 3 support for problem analysis and resolution within SLA timelines and achieving first-time resolution targets.
Take the lead in solution delivery activities, especially in assigned projects, coordinating onsite project activities and leading the technical team.
Act as the primary technical resource, assisting Project Managers in large projects and taking ownership of onsite team coordination and project execution.
Possesses expert knowledge of Genesys, including architecting solutions, supporting pre-sales efforts, conducting Proof of Concepts (POCs), and continuously upgrading skills through self-learning initiatives.
Technical
Skills:
Proficiency in Genesys Cloud, covering Inbound and Outbound interactions across all media channels including chat, email, and Whats App.
Expertise in Genesys AI Chatbot and Conversational AI, with knowledge of Google Dialog Flow.
Advanced understanding of Genesys IVR and its implementation.
In-depth knowledge of Genesys Engage, particularly in SIP, multimedia routing (e.g., email, chat), and Inbound/Outbound setup.
Extensive experience with Genesys Voice Platform 8.x.
Software development skills encompass ASP .Net development, Platform SDK customizations, and web services development using C++/Java.
Proficient in IVR flow design and development.
Integration expertise with various systems including Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM, and Nuance Real Speak.
Hands-on experience in implementing Genesys on both Windows and Linux platforms.
Project Management
Skills:
Proficient in project management processes, tools, and techniques.
Well-versed in software development life cycle management.
Capable of managing project initiation, planning, execution, monitoring & control, and closure phases.
Skilled in coordinating resources and timelines with user departments and data centers.
Responsible for recruiting, selecting, orienting, and training employees, ensuring a safe and secure work environment, and fostering personal growth opportunities.
Strong documentation skills with meticulous attention to detail.
Oversees small to medium-sized projects or components of larger projects.
Develops and administers project plans and documentation using predefined templates.
Manages project scope and schedule, identifying key project team members and defining their roles and responsibilities.
Qualifications for Success:
Certifications:
PMP Certification
ITIL v4.0 Certification
Genesys Certified Professional Cloud
Genesys Certified Professional (minimum 3 modules of Genesys Engage)
Skills:
People Management:
Demonstrated ability to lead and manage a team effectively.
Strong Communication
Skills:
Excellent communication and leadership abilities to effectively lead and coordinate with teams.
Customer Service Attitude:
Possessing a customer-centric approach and maintaining professionalism in customer interactions.
What Makes You Qualified:
Minimum 9 years of hands-on experience in installing and maintaining Genesys Contact Center Solutions.
At least 3 years of experience leading solution delivery activities at customer sites.
Minimum 3 years of experience in leading teams of Genesys consultants.
Minimum 3 years of experience in Contact Center-related software development.
Bachelor’s degree in IT or Computer Science.
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