Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Customer Communications Technology Sr. Genesys Engineer you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

As a Project Delivery Manager ( PDM) at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives . In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed.

• Lead the onshore efforts for the Genesys solution ecosystem, assist in client management, technical grooming, defect resolution, RCA
• Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to asses points of failure in order to identify solutions to reported issues.
• Troubleshooting through logs for inbound, outbound voice (SIP/URS/ORS/IXN/Stat/MCP etc) , E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment.
• Resolve technical issues, related to the Genesys platform, minimizing downtime, and ensuring service continuity.
• Installing Genesys Engage applications both Linux and Windows
• Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance.
• Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools.
• Conduct training sessions and workshops to educate staff on new features and best practices.
• Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes.
• Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements.