Job Description
- Drive end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels.
- Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements. Lead design discussions with clients and oversee the build team to ensure on-time delivery.
- Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows, and compliance-driven recording policies.
- Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring, and integration with agent schedules and queues.
- Configure agent scripting and guided workflows within Genesys Cloud to support consistent customer handling, compliance, and agent productivity.
- Hands-on experience with bot integrations such as Genesys Dialog...
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