Genesys Cloud Specialist

4 weeks ago

Ottawa, Canada CGI Full time

Are you a talented problem-solver, an innovative idea-maker, and a high-energy professional? We are on the lookout for a highly skilled Genesys Cloud Specialists who thrives on designing and implementing cutting-edge Genesys Cloud contact center solutions.
Location: Can be situated anywhere in Canada within proximity to a CGI office
Security Clearance: Must have or be able to obtain Enhance Reliability Security Clearance

**Insights you can act on**

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

**Your future duties and responsibilities**

As Genesys Cloud Specialists you’ll work closely with customers throughout the entire Genesys Cloud lifecycle, from initial setup and configuration to ongoing support and optimization.

Pre-Sales & Implementation:

- Assist with needs assessment and solution design for Genesys Cloud
- Conduct product demonstrations and training for customers
- Develop and implement Genesys Cloud configurations based on the specific requirements of the customers. This includes setting up contact flows, queues, and other system parameters.
- Create and maintain documentation related to Genesys Cloud configurations, processes, and procedures. This is crucial for knowledge transfer and compliance.
- Provide training and support to end-users and administrators on how to use Genesys Cloud effectively. This includes creating documentation and conducting training sessions.

Support & Optimization:

- Provide technical support to customers using Genesys Cloud
- Troubleshoot and resolve Genesys Cloud issues related to Genesys Cloud functionality. This involves troubleshooting technical problems and collaborating with technical support teams when necessary.
- Monitor and analyze Genesys Cloud performance data and generating reports to assess the efficiency and effectiveness of Genesys Cloud solutions. Analyzing data to make recommendations for improvements.
- Recommend and implement optimization strategies and proactively identify opportunities for improvement in Genesys Cloud solutions and recommending enhancements to optimize performance and user experience.

**Required qualifications to be successful in this role**
- Bachelor’s degree in computer science, Information Technology, or related field
- 3+ years of experience with Genesys Cloud platform (required)
- Ability to obtain Government of Canada Enhanced Reliability Security Clearance
- Experience with AWS, Azure, or GCP preferred.
- good understanding of networking concepts and security principles
- Experience with Genesys PureConnect / engage platform is a plus.
- Excellent communication, collaboration, and problem-solving skills
- Bilingualism English/French is a plus.

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