The Role
Designs, deploys, and maintains multi-country Genesys Cloud CX solutions integrated with CRM, call recording, workforce management, and external systems. Responsibilities include Architect voice and digital flow design, web-service integrations, scripting, campaign configuration, real-time and historical reporting, and digital-channel implementation. The consultant collaborates on customer experience transformation projects and supports complex Genesys implementations using APIs, workflows, data actions, and third-party tools.
Summary Generated by Built In
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Senior Genesys Consultant to join our Team
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Senior Genesys Consultant to join our Team
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
The candidate will be integrated in a high skilled team that deploys and maintains Genesys IVR’s, reporting, and omni-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.
The Job
Work with the team to design and build:
The Job
Work with the team to design and build:
- Deployment of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics, etc...
- Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers.
- Flow design with Architect
- Integration with third-party systems using web services
- Report generation (real time and historic)
- Creation and modification of scripts with Genesys Cloud
Skills Knowledge and Expertise
Essential:
- Knowledge of the following Genesys Cloud CX tools and modules:
- Basic configuration: agents, groups, skills, roles, etc
- Routing: incoming and outgoing call strategies
- Telephony: sites, edges, trunks, outbound routes
- Scripting
- Architect: design of voice flows and digital channels, bot, integrations with DialogFlow, and with external systems via data actions. Data Tables.
- Data Actions: design and construction of webservices to external systems.
- Campaigns of various types (progressive, preview, power)
- Real-time reporting
- Digital channels: Email, Chat, integration with a social network (Whatsapp, Facebook, Twitter)
- Experience working on projects
- English fluency both written and spoken
Nice to Have:
- Certifications of Genesys Cloud (GCP-CX)
- Experience with Single Sign-ON (SSO)
- Integrations with Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365.
- Integration with external reporting tools (PowerBI).
- Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations..
- Knowledge of software programming: C, Java, Javascript, .Net
- Experience working in Support
- Experience working with Agile Methodologies (specifically Scrum)
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
About
THE DIGITAL CX TRANSFORMATION COMPANYWhy Sabio? We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.At Sabio, we are devoted to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We are committed to being an equal opportunity employer that not only values but celebrates diversity and inclusion. We firmly stand against discrimination based on factors such as race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, and disability status. If you need accommodations, additional support and/or have any specific requirements, we invite you to reach out to our talent team directly: [email protected]
Skills Required
- Experience configuring Genesys Cloud CX agents, groups, skills, and roles
- Experience with Genesys Cloud routing, including incoming and outgoing call strategies
- Experience configuring Genesys Cloud telephony, including sites, edges, trunks, and outbound routes
- Experience with Genesys Cloud scripting
- Experience designing voice and digital flows with Genesys Architect
- Experience integrating bots, Dialogflow, and external systems through Genesys Architect data actions
- Experience designing and constructing web-service data actions
- Experience with Genesys Cloud campaigns, including progressive, preview, and power campaigns
- Experience with real-time reporting
- Experience implementing digital channels, including email, chat, and social-network integrations
- Experience working on projects
- Fluent written and spoken English
- Genesys Cloud certification (GCP-CX)
- Experience with Single Sign-On
- Experience with Salesforce or Microsoft Dynamics 365 CRM integrations using the Embeddable Framework
- Experience integrating external reporting tools such as Power BI
- Knowledge of Genesys APIs, process automation triggers, and workflows
- Knowledge of C, Java, JavaScript, or .NET programming
- Experience working in support
- Experience with Agile methodologies, particularly Scrum
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The Company
What We Do
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences. Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
