Genesys Cloud Consultant

Sabio Group; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading global technology firm is seeking a Genesys Cloud Consultant in Cape Town. This role involves deploying multi-country projects based on Genesys Cloud, integrating CRM solutions, and designing flows. Ideal candidates will have strong Genesys Cloud CX knowledge and be fluent in Spanish. The position offers flexible work, competitive benefits, and opportunities for career development.

Benefits

Pension Scheme

Remote/Flexible work

Life insurance

Private health

Qualifications

• Essential knowledge of Genesys Cloud CX tools and modules.
• Fluency in Spanish is required.
• Experience with Agile Methodologies, especially Scrum.

Responsibilities

• Deploy multi-country projects using Genesys Cloud.
• Integrate CRM solutions with Genesys Cloud.
• Design voice flows and digital channels using Architect.

Skills

Knowledge of Genesys Cloud CX tools

Spanish fluency

Scripting

Experience working on projects

Basic configuration

Tools

Genesys Cloud

Microsoft Dynamics 365

PowerBI

Job description

Genesys Cloud Consultant

Department: Delivery

Employment Type: Full Time

Location: Cape Town

Description

Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We\'re brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to \'dare\'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.

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 & 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)

Job Benefits

This is your chance to join a 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.