Consultor de Soluções Digitais | Genesys Cloud CX

JobgetherContact center technology

Fully remote, based in Brazil.Full-Time

Salary not disclosed

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Job Details

Hands-on experience with Genesys Cloud CX, including advanced configuration and administration of queues, skills, telephony, routing rules, and wrap-up codes.
Proven experience developing, configuring, and maintaining voice and digital customer service flows.
Knowledge of platform diagnostics, interaction analysis, and flow debugging using Flow History.
Experience consuming REST APIs and working with JSON structures and API responses.
Experience implementing integrations through APIs and webhooks.
Experience or familiarity with contact center platform integrations, CRM and ITSM systems, and directory services.
Knowledge of Genesys Cloud CX capabilities related to WFM, WEM, Speech Analytics, AI-powered bots, and Agent Assist is valuable.
Ability to gather requirements, understand business needs, assess technical feasibility, and translate functional requirements into technical solutions.
Strong troubleshooting, critical-thinking, and solution-design abilities focused on service quality and continuous improvement.
Ability to collaborate with technical teams, business stakeholders, and clients in a remote environment.

Configure and administer Genesys Cloud CX users, queues, skills, telephony, wrap-up codes, and routing rules.
Design, develop, configure, and maintain customer interaction flows across voice, chat, email, and WhatsApp.
Investigate technical issues, analyze interactions, use Flow History to debug flows, and identify platform improvements.
Configure and activate Workforce Management capabilities and support Workforce Engagement Management processes.
Use Speech Analytics to analyze customer interactions.
Consume Genesys Cloud APIs and develop REST API integrations using JSON, including response handling and data processing.
Implement integrations through APIs and webhooks according to functional and technical requirements.
Build and maintain integrations with CRM, ITSM, and directory services, including Salesforce, ServiceNow, Zendesk, and Azure.
Implement and optimize voicebots, chatbots, Agent Assist, and other AI-powered customer service capabilities.
Gather and map business requirements, assess technical feasibility, and translate functional needs into technical configurations.

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