Digital Solutions Consultant – Genesys Cloud CX

Job not on LinkedIn

🔥 25 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stefanini Brasil

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1987

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Stefanini Brasil is a leading provider of digital transformation solutions, offering a range of services including artificial intelligence, cybersecurity, cloud enablement, and consulting. With over 35 years of experience, the company focuses on integrating innovative technologies to help organizations enhance their operations and customer experiences across various industries. Their expertise extends to sectors like healthcare, retail, and industrial goods, enabling businesses to optimize processes and drive value through technology.

📋 Description

• Configure and administer the Genesys Cloud CX platform, including users, queues, skills, telephony, wrap-up codes, and routing rules • Develop, configure, and maintain complex customer service flows for voice and digital channels, such as chat, email, and WhatsApp • Troubleshoot the platform by analyzing interactions and using Flow History to debug and identify failures • Configure and activate Workforce Management (WFM) features • Use Speech Analytics features to analyze and personalize interactions • Consume and integrate Genesys Cloud APIs according to project requirements • Develop and integrate REST APIs using JSON structures, including the processing of responses and received data • Implement integrations between Genesys Cloud and CRM, ITSM, and directory service platforms, such as Salesforce, ServiceNow, Zendesk, and Azure • Develop integration solutions using APIs and webhooks according to technical and functional requirements • Implement artificial intelligence solutions for customer service, including voicebots, chatbots, and Agent Assist • Configure Workforce Engagement Management (WEM) features, supporting processes related to scheduling, quality, and monitoring • Evaluate opportunities to automate and optimize customer service flows using the features available on the platform • Gather and map business needs for contact centers, Help Desk, and Back Office operations • Translate functional requirements into flows, configurations, and solutions within Genesys Cloud CX • Assess the technical feasibility of requests, identify improvement opportunities, and propose solutions suited to client needs • Support the definition and implementation of digital solutions aligned with project objectives

🎯 Requirements

• Hands-on experience with the Genesys Cloud CX platform • Advanced knowledge of platform configuration and administration, including queues, skills, telephony, routing, and wrap-up codes • Experience developing and maintaining voice and digital customer service flows • Knowledge of troubleshooting and interaction analysis using Flow History • Experience consuming REST APIs, working with JSON structures, and processing responses • Knowledge of integrations via APIs and webhooks • Experience with or familiarity with integrations between customer service, CRM, ITSM, and directory service platforms • Ability to gather requirements, understand business needs, and propose technical solutions

🏖️ Benefits

• Meal or food allowance • Discounts on courses, universities, and language institutions • Stefanini Academy — a platform offering free, up-to-date online courses with certificates • Mentoring • Benefits club for medical consultations and tests • Health insurance • Dental insurance • Benefits and discounts at leading establishments • Travel club • Pet benefits program

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