Omnichannel Solutions Specialist
Company: VirtualVocations
Location: Philadelphia
Posted on: October 29, 2024
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Job Description:
A company is looking for an Omnichannel Solutions Specialist to
implement and optimize their Genesys Cloud contact center
platform.
Key Responsibilities:
Support integration of Genesys with CRM and analytics tools,
generating performance reports
Administer Workforce Management (WFM) and Quality Management (QM)
modules to enhance service levels and agent performance
Train users on Genesys platform features and collaborate with IT
teams for compliance and system updates
Required Qualifications:
3+ years of experience administering omnichannel contact center
platforms, specifically Genesys Cloud
Hands-on experience with ACD configuration, skilling strategies,
and advanced routing techniques
Familiarity with system integrations, such as CRM and workforce
management tools
Experience with API integrations and workforce optimization tools
is a plus
Basic scripting knowledge (JSON, XML) is desirable
Keywords: VirtualVocations, Wayne , Omnichannel Solutions Specialist, Other , Philadelphia, New Jersey
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