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Genesys Consultant

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Brampton, Canada Compest Solutions Inc Full time

**Job Title: Genesys Specialist / Consultant (**Genesys Engage & Genesys Cloud.**)**

**Location: Brampton, ON**

**Duration: Fulltime Max Salary is CAD$110K/Annum**

**Responsibilities**:
**Genesys Engage, Genesys Cloud, Genesys PureConnect Configuration and Management**:

- Design, configure, and maintain Genesys PureConnect routing, queuing, IVR, scripting, and reporting.
- Monitor system performance, troubleshoot issues, and implement solutions to ensure optimal system functionality.

**Multi-Channel Customer Experience Enhancement**:

- Implement strategies to improve first-call resolution, reduce call wait times, and enhance overall customer satisfaction.

**Customer Journey Mapping**:

- Analyze customer journeys and identify touchpoints for improvement.
- Implement customer-centric strategies to align with business goals and enhance customer loyalty.
- Demonstrate skills and experience in migrating contact centers from Legacy world / Pure Connect platform to CX.

**Data Analysis and Reporting**:

- Utilize analytics tools to gather insights from customer interactions and make data-driven recommendations for process improvements.
- Generate regular reports on key performance indicators (KPIs) to track and measure the effectiveness of CX initiatives.

**Continuous Improvement**:

- Stay current with industry trends, best practices, and emerging technologies in the contact center and CX space.
- Propose and implement innovative solutions to enhance our CX capabilities and exceed customer expectations.

**Training and Support**:

- Provide training to team members on using Genesys PureConnect tools and best practices for delivering exceptional customer service.
- Offer technical support to troubleshoot and resolve issues related to the contact center infrastructure.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- [7+ years] of experience in configuring, managing, and optimizing Genesys PureConnect solutions, Genesys Engage & Genesys Cloud.
- Strong understanding of contact center operations, CX strategies, and best practices.
- Proficiency in call routing, IVR scripting, workforce management, and contact center reporting.
- Excellent problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
- Strong communication skills to collaborate with technical and non-technical stakeholders.

**Preferred Additional Skills**:

- Genesys PureConnect certifications (e.g., Genesys Certified Professional - PureConnect).
- Experience with other Genesys products, (e.g., Genesys Cloud, Genesys Engage).
- Knowledge of CRM systems and integration with contact center solutions.

**Regards,**
**Compest Solutions Inc**
**D: 647-660-7562**

**Job Types**: Full-time, Permanent

**Salary**: $100,000.00-$110,000.00 per year

**Experience**:

- PureConnect routing, queuing, IVR, scripting, and reporting: 10 years (preferred)
- Genesys Specialist / Consultant: 10 years (preferred)
- Genesys Engage & Genesys Cloud.: 10 years (preferred)
- Monitor system performance, troubleshoot issues: 10 years (preferred)
- Genesys Consultant: 10 years (preferred)

Work Location: On the road