Technical Manager - Genesys Solutions
Al-Futtaim
- United Arab Emirates
- Permanent
- Full-time
- Installation, Testing & commissioning of Genesys contact center solution on Genesys Cloud and Genesys Engage as per agreed project plan
- Ensure the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality.
- Provide Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target
- Lead the solution delivery activity when deputed as responsible for service delivery of specific project.
- Works as Lead Technical resource and assists Project Manager in large projects. Takes responsibility of team working on site and coordinate day to day project activities onsite.
- Expert Knowledge of Genesys, architecting Genesys solution implementation, assisting presales and performing POC.
- Expert level of technical Skills in Genesys Cloud
- Genesys Inbound, Outbound across all media channels
- Genesys chat, Email, WhatsApp etc
- Genesys AI Chatbot, Conversational AI, Google Dialog Flow
- Genesys IVR
- Expert level of technical Skills in Genesys Engage
- Genesys SIP
- Genesys Multimedia (E-Mail, Chat) Routing
- Genesys Inbound, Outbound Implementation
- Genesys Voice Platform 8.x
- Software Development Skills in
- ASP .Net Development
- Platform SDK Customizations
- Web Services Development in C++/Java
- IVR Flow Design and Development
- Integration Experience Consists Of
- Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
- Nuance Real Speak
- Implemented Genesys in Windows and Linux Platforms
- Project Management Process, Tools and Techniques
- Software Development Life Cycle Management
- Project Initiation, Planning, Execution, Monitoring & Control, Closure
- Coordinating resources and timetables with user departments and data center.
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
- Excellent documentation skills and attention to detail.
- Oversees small to medium sized projects or components of larger projects.
- Creates and administers project plans and project documentation using defined templates.
- Manages to project scope and project schedule. Identifies key project team members by defining roles and responsibilities.
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