Senior Genesys Consultant Job London area,Greater London England UK,IT/Tech

Location: Greater London

Responsibilities

Deploy and maintain Genesys IVR, reporting, and omni-channel solutions
Deploy and maintain Call Recording, Workforce Management Solutions, and CRM systems from leading software manufacturers
Design and build multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics
Integrate Call Recording, Workforce Management Solutions, and CRM systems with third-party platforms
Design flows with Architect
Integrate third-party systems using web services
Generate real-time and historic reports
Create and modify scripts with Genesys Cloud
Drive change within the business and contribute to a culture of continuous learning

Requirements

Knowledge of Genesys Cloud CX tools and modules, including basic configuration of agents, groups, skills, and roles
Knowledge of routing, including incoming and outgoing call strategies
Knowledge of telephony, including sites, edges, trunks, and outbound routes
Scripting
Architect: design of voice flows and digital channels, bots, Dialog Flow integrations, external-system integrations via data actions, and Data Tables
Data Actions: design and construction of web services to external systems
Campaigns of various types (progressive, preview, power)
Real-time reporting
Digital channels:
Email, Chat, and integration with social networks (Whats App, Facebook, Twitter)
Experience working on projects
English fluency both written and spoken
Genesys Cloud certifications (GCP-CX) — nice to have
Experience with Single Sign-On (SSO) — nice to have
Experience with Embeddable Framework integrations with Salesforce or Microsoft Dynamics 365 — nice to have
Experience with external reporting tools such as PowerBI — nice to have
Knowledge and use of the Genesys API, Process Automation (triggers), and Workflows — nice to have
Knowledge of C, Java, JavaScript, or .NET — nice to have
Experience working in Support — nice to have
Experience with Agile Methodologies, specifically Scrum — nice to have
Must have the right to work in the territory to which the role relates (UK & EU)
Sabio Group is unable to offer sponsorship

Core Competencies

Demonstrates expertise in deploying and maintaining Genesys IVR and Cloud solutions, integrating CRM systems, and designing voice flows. Proficient in real-time reporting and scripting, with a strong understanding of telephony and multi-country project execution.