Digital Solutions Consultant – Genesys Cloud CX

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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

• Administer and configure the Genesys Cloud CX platform, including users, queues, skills, telephony, wrap-up codes, and routing rules • Develop, configure, and maintain voice and digital-channel interaction flows, including Chat, Email, and WhatsApp • Troubleshoot the platform using Flow History to analyze and identify issues • Configure and administer Workforce Management (WFM) features • Work with Speech Analytics to analyze and customize interactions • Develop and consume Genesys Cloud APIs according to project requirements • Integrate the platform with enterprise systems such as CRM, ITSM, Active Directory, Salesforce, ServiceNow, Zendesk, and Azure • Develop and work with REST APIs and JSON structures, processing and manipulating returned data • Gather and map requirements with business stakeholders • Translate business needs into flows and solutions within the Genesys platform • Implement AI features, Voicebots, Chatbots, and Agent Assist • Work with Workforce Engagement Management (WEM) solutions, including quality, monitoring, and workforce management features • Support the continuous evolution and improvement of digital solutions and customer-service processes

🎯 Requirements

• Bachelor’s degree completed or in progress • Hands-on experience with Genesys Cloud CX • Advanced knowledge of platform administration and configuration • Experience creating and maintaining complex interaction flows • Knowledge of routing, queues, skills, and telephony features • Experience troubleshooting and analyzing interactions on the platform • Knowledge of APIs, REST APIs, and JSON • Experience with or knowledge of integrations between Genesys and enterprise systems • Ability to gather and analyze requirements • Knowledge of automation and digital solutions • Strong analytical skills and business acumen • Excellent communication skills and ability to collaborate with different teams • Knowledge of Genesys Functions and Data Actions is a plus • Experience configuring outbound dialers, campaigns, and contact lists is a plus • Experience with Voicebots, Chatbots, Agent Assist, and AI solutions is a plus • Knowledge of WFM and WEM is a plus • Experience integrating with Salesforce, ServiceNow, Zendesk, or Azure is a plus • Knowledge of API development is a plus • English and/or Spanish is a plus

🏖️ Benefits

• Meal voucher 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 offering discounts on consultations and medical tests • Health insurance • Dental insurance • Benefits and discounts club at leading establishments • Travel club • Pet insurance partnership