Management Consultant

We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you.

Qualifications:

·         Graduate of Bachelor’s Degree

·         Minimum 2 to 6 years of Design and Application experience implementing Multichannel Self-service/IVR and Omni-Channel Orchestration Routing on PureConnect/PureEngage/PureCloud suite.

·         Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer

·         Has experience in the following:

o    Experience in designing and implementing key business processes in the domain of Customer Services

o    Experience in Genesys PureConnect administration & application development using Interaction Designer

o    Experience              in Genesys Infrastructure (including but not limited to PureConnect IC, Media Server, Reporting, WFM, Dialer, Genesys WFM, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer)

o    Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.

o    Experience in implementing Genesys Interaction Connect or Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop

o    Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing

o    Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus

o    Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus

Job Description:

·         Would play a role of Genesys solution consultant and if required, should be able to perform hands on delivery of customer interaction solution (Genesys)

·         Involved in pre-sales activities including Response to RFPs, creating proof of concepts, creating effective presentations, demonstrating solutions during client Orals, Effort and Cost Estimation process etc.

·         Be a member and/or lead project delivery workstream across phases

·         Involved in practice specific initiatives including - creating point of views, creating re-usable assets on Contact Center space, perform analysis on Industry research, Market trends, bring-in innovative solutions etc.

Join our high-performing team and enjoy these benefits:

·         Be part of one of the biggest and most stable organization in the world

·         Healthcare Insurance (HMO) & Life Insurance coverage from day 1 of employment

·         Expanded maternity leave up to 120 days*

·         Flexible Working Arrangements

·         Employee Stock Purchase Plan

·         Healthy and Encouraging Work Environment

·         Allowances

·         Loyalty, Christmas Gift, Inclusion and Diversity Benefits

·         Night Differential

·         Retirement Plan