Genesys Cloud Implementation Specialist

3 weeks ago

Montreal, Quebec, Canada Lightspeed Full time
Genesys Cloud Specialist

Lightspeed is seeking a highly skilled Genesys Cloud Specialist to join our team. The ideal candidate will have hands-on experience in designing and implementing Genesys Cloud environment configurations, as well as a strong understanding of cloud enablement of contact center solutions.

Key Responsibilities:
  • Partner with product managers and product owners to understand business needs and develop solutions to deliver the desired customer experience.
  • Design, develop, and maintain IVRs, call flows, and reports.
  • Implement Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech & Customer Journey Analytics, and Advanced Reporting.
  • Manage phone numbers (DIDs) and maintain carrier relations while adhering to telecom regulations.
  • Support high-security environments (PCI, GDPR, etc.).
  • Support and maintain existing Telephony and Contact Center solutions.
  • Provide technical guidance and plan migrations from acquired platforms to Lightspeed's Telephony & Contact Center platforms.
  • Evaluate and implement new enterprise technologies as Lightspeed scales.
  • Provide day-to-day support to Lightspeed employees.
Requirements:
  • 5+ years of hands-on experience in information technology, ITIL/ITSM, and/or technical operations.
  • Strong experience with Cloud enablement of contact center solutions.
  • Experience architecting and designing complex queuing/routing, call flows, and conversational flows for a complete customer journey.
Assets:
  • Experience with Genesys Cloud or equivalent (Interactive Intelligence).
  • Experience with Amazon Web Services (AWS), Amazon Connect, Outreach, Fuze, Vonage (formerly NewVoiceMedia), Aircall.
  • Experience integrating Genesys Cloud with Salesforce, Zendesk, OneLogin, Workato.
  • Experience with ServiceNow.
  • Understanding of VoIP network troubleshooting tools and protocols.
  • Experience with PCI, SOX, SOC1, SOC2 Compliance and GDPR/CCPA.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

At Lightspeed, we're building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village, and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

We handle your information in accordance with our Applicant Privacy Statement.

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