Genesys Cloud Support Specialist

hace 4 días

Madrid, Madrid, España Sabio Group A tiempo completo

About Sabio Group

Sabio Group is a dynamic and ambitious organization dedicated to fostering a culture of innovation and excellence in the field of customer experience. With a strong commitment to sustainability, diversity, and inclusion, we strive to create a work environment that is both challenging and fun.

Our Mission

We aim to deliver exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we are committed to helping our clients drive business forward through the power of customer experience.

Job Summary

We are seeking an exceptionally driven and experienced Genesys Cloud Engineer L2 to join our Support department. The ideal candidate will have a strong background in contact center environments, particularly those implemented on Genesys Cloud, and will be able to work comfortably with users to convey confidence in the work being done in the team.

Key Responsibilities

  • Problem Solving: Understand the needs and problems presented by our customers and find solutions using Genesys Cloud functionalities.
  • Evolving Software Development: Identify and define improvements on the telephony platforms of our customers.
  • Continuous Improvement: Perform analysis on platform problems and propose actions to avoid recurring technical problems.
  • Communication: Work comfortably with users and have the ability to convey to our customers the confidence of the work being done in the team in a clear, concise, and effective way.
  • Configuration and Troubleshooting: Configure, modify, create Architect flows, and troubleshoot outbound campaigns in all available dialing modes.
  • Proactive Approach: Identify and define enhancements to the telephony platform.

Requirements

  • Technical Skills: Experienced in Contact Center environments, especially those implemented on Genesys Cloud and those that include multiple integrations.
  • Knowledge of Genesys Cloud Reporting: 2 years of experience working with the technology.
  • Scripting in Genesys Cloud: Knowledge of Data Actions and Lambda.
  • Additional Skills: Knowledge of Dynamics 365 CRM and SBCs is a plus. Experience integrating Genesys Cloud with other systems is also a plus.

Competencies and Behaviours

  • Availability: Availability to be on call.
  • Education: Degree in ICT (Computer Science, Telecommunications) is a plus.
  • Knowledge and Experience: Knowledge and experience with contact center technologies (Genesys Cloud).

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