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CA
Carl Zeiss AG
last mo.

Application Consultant - Contact Center Solution(m/w/x)

Oberkochen
Full-timeOn-siteSenior

Description

In this role, you will be at the forefront of enhancing customer experiences by managing and optimizing the Genesys Cloud Contact Center Solutions. Your day-to-day responsibilities will involve collaborating with business groups, developing technical flows, and ensuring seamless integration with backend systems.

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Requirements

  • •Degree in business informatics, industrial engineering, or similar subject area
  • •Good experience in managing development/support on Genesys Cloud based Contact Center Solution
  • •Profound experience related to contact center domain and understanding of API integration with basic coding knowledge
  • •Proficient knowledge of telephony and contact center systems with preference for Genesys Cloud platform experience
  • •Basic knowledge of Salesforce and/or SAP CRM environment and experience with integration scenarios
  • •Excellent communication skills and passion for engaging with stakeholders
  • •Strengths in analytical and conceptual thinking

Education

Bachelor's degree

Work Experience

approx. 4 - 6 years

Tasks

  • •Develop and optimize Genesys Cloud Contact Center Solutions
  • •Support and manage application operations throughout the lifecycle
  • •Gather and prioritize feature and change requests from business groups
  • •Coordinate implementation with relevant stakeholders
  • •Develop flows and configure Genesys Cloud based on business requirements
  • •Handle Genesys Cloud support tickets using ITSM tools
  • •Manage the release process and solution roadmap with the Product Owner
  • •Build relationships with cross-functional IT departments and service vendors
  • •Coordinate integration of the Contact Center Solution with backend systems
  • •Lead the transformation project to convert to a new contact center solution

Tools & Technologies

Genesys CloudSalesforceSAP CRM

Languages

English – Business Fluent

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