Genesys Consultant

Sabio Group; España; On-site; EUR 40,000 - 65,000; Full time

Benefits offered by this job

Pension Scheme

Remote/Flexible work

Life insurance

Private health

Job summary

Sabio Group is seeking a passionate Genesys Cloud Consultant to join our Madrid team. You will deploy multi-country projects and integrate Genesys Cloud with CRM systems, Call Recording, and WFM solutions, driving real-time and historic reporting.

You will design voice flows using Architect, work with third-party integrations, and create/update scripts, contributing to a high-skilled, dynamic CX delivery team in a fast-growing environment.

Qualifications

• Experience with Genesys Cloud CX tools and modules.
• Knowledge of agents, groups, skills, roles configuration.
• Routing and telephony setup experience.
• Architect design of voice flows and digital channels.
• Data Actions to external systems.
• Fluency in Spanish (written and spoken).

Responsibilities

• Deploy multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics.
• Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers.
• Flow design with Architect.
• Integration with third-party systems using web services.
• Report generation (real time and historic).
• Creation and modification of scripts with Genesys Cloud.

Skills

Genesys Cloud CX

Basic configuration

Routing

Telephony

Scripting

Architect flows

Data Actions

Campaigns

Real-time reporting

Digital channels

Spanish language

Tools

Dynamics CRM

PowerBI

DialogFlow

APIs

Job description

Genesys Consultant

Department: Operations

Employment Type: Permanent - Full Time

Location: Madrid

Description

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering 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’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Genesys Cloud Consultant to join our Team

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Key Responsibilities

The candidate will be integrated in a high skilled team that deploys and maintains Genesys IVR’s, reporting, and omni-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.

The Job

• Deployment of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics, etc...
• Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers.
• Flow design with Architect
• Integration with third-party systems using web services
• Report generation (real time and historic)
• Creation and modification of scripts with Genesys Cloud

Skills Knowledge and Expertise

Essential:

• Knowledge of the following Genesys Cloud CX tools and modules:
• Basic configuration: agents, groups, skills, roles, etc
• Routing: incoming and outgoing call strategies
• Telephony: sites, edges, trunks, outbound routes
• Scripting
• Architect: design of voice flows and digital channels, bot, integrations with DialogFlow, and with external systems via data actions. Data Tables.
• Data Actions: design and construction of webservices to external systems.
• Campaigns of various types (progressive, preview, power)
• Real-time reporting
• Digital channels: Email, Chat, integration with a social network (Whatsapp, Facebook, Twitter)
• Experience working on projects
• Spanish fluency both written and spoken

Nice to Have:

• Certifications of Genesys Cloud (GCP-CX)
• Experience with Single Sign-ON (SSO)
• Integrations with Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365.
• Integration with external reporting tools (PowerBI).
• Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations..
• Knowledge of software programming: C, Java, Javascript, .Net
• Experience working in Support
• Experience working with Agile Methodologies (specifically Scrum)

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

• Pension Scheme
• Remote/Flexible work
• Life insurance
• Private health
• Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.