Senior Genesys Consultant

Sabio Group; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Remote/Flexible work

Discovery Medical Aid

Connectivity Allowance

15 days paid holiday a year

Momentum EAP

Job summary

Sabio Group in Cape Town is seeking a Senior Genesys Consultant to join our Operations team. You will deploy and maintain Genesys Cloud CX solutions, design multi-country call flows, and integrate CRM systems such as Salesforce and Dynamics 365.

You will collaborate on reporting, scripting, and third-party integrations to deliver top-tier CX. Essential expertise includes Genesys Cloud CX, routing, telephony, data actions, and real-time reporting; fluency in English is required.

Qualifications

• Essential Genesys Cloud CX expertise with strong English communication.
• Experience designing voice flows, digital channels, and data actions.
• Proven ability to deploy multi-country projects and integrate CRM systems.

Responsibilities

• Deploy and maintain Genesys IVR, reporting, and omni-channel solutions.
• Design and build multi-country projects based on Genesys Cloud with CRM integrations.
• Integrate with Call Recording, WFM, and other CRM systems.
• Create and modify scripts in Genesys Cloud; generate real-time and historic reports.

Skills

Genesys Cloud CX

Agent configuration

Call routing

Telephony

Scripting

Architect

Data actions

CRM integration

Real-time reporting

Digital channels

English fluency

Tools

Salesforce

Microsoft Dynamics 365

PowerBI

DialogFlow

SSO

Job description

Senior Genesys Consultant

Department: Operations

Employment Type: Permanent - Full Time

Location: Cape Town

Reporting To: Innocentia Myataza

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 Senior Genesys 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

Work with the team to design and build:

• 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
• English 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:

• Remote/Flexible work
• Discovery Medical Aid
• Connectivity Allowance
• 15 days paid holiday a year- (this includes three Sabio days)
• Momentum EAP

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.