Senior Genesys Consultant

Sabio Group; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Discovery Medical Aid

15 days paid holiday (Sabio days)

Job summary

Sabio Group in Cape Town seeks a Senior Genesys Consultant to design, deploy and maintain complex contact centre solutions across multi-channel environments. You will work with a skilled team to implement Genesys Cloud CX, CRM integrations, reporting, and scripting components.

English fluency and a proactive, collaborative mindset are essential. The role involves multi-country deployment planning, integration with Dynamics 365, Salesforce, and DialogFlow, plus delivering real-time and historic

Qualifications

• Strong experience with Genesys Cloud CX deployments and integrations.
• Fluent English in writing and speaking.
• Ability to design voice flows and digital channels.

Responsibilities

• Deploy and maintain Genesys Cloud CX, IVR, reporting, and omni-channel solutions.
• Design and build multi-country deployments with CRM integrations.
• Integrate with third-party systems via web services.
• Create and modify scripts with Genesys Cloud.
• Provide real-time and historical reporting.

Skills

Genesys Cloud CX

English fluency

Scripting

Data Actions

CRM integration

Reporting

Architect

Tools

Power BI

Salesforce

Microsoft Dynamics 365

DialogFlow

Job 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

• 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..
• Experience working in Support
• Experience working with Agile Methodologies (specifically Scrum)

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

• Discovery Medical Aid
• 15 days paid holiday a year- (this includes three Sabio days)

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.