Genesys Project Manager

at  AlFuttaim

Job Requisition ID: 166139
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

REQUIRED SKILLS TO BE SUCCESSFUL :

• Expert level of technical Skills in Genesys Cloud :
  o Genesys Inbound, Outbound across all media channels
  o Genesys chat, Email, WhatsApp etc
  o Genesys AI Chatbot, Conversational AI, Google Dialog Flow

o Genesys IVR

• Expert level of technical Skills in Genesys Engage :

o Genesys SIP
o Genesys Multimedia (E-Mail, Chat) Routing
o Genesys Inbound, Outbound Implementation
o Genesys Voice Platform 8.x
o Genesys Routing Development (IRD & SCXML)
o Genesys Call Center Reporting ( Infomart, Call Center Analyzer)
o Genesys Interaction Recording & QM

o Trouble Shooting Genesys solutions and Production Issues

• Software Development Skills in

o ASP .Net Development
o Platform SDK Customizations
o Web Services Development in C++/Java

o IVR Flow Design and Development

• Integration Experience Consists Of :

o Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
o Nuance Real Speak

OVERVIEW OF THE ROLE :

The Genesys certified Technical Manager shall be a PMP Certified Engineer leading the technical engineer team of Genesys Engineers for Contact centre business of Al Futtaim Technologies and their customers on both Genesys Engage, Genesys Cloud and migration of customers from Genesys Engage to Genesys Cloud as per customer and company demands.

WHAT EQUIPS YOU FOR THE ROLE :

• Bachelor’s degree in IT / Computer science Engineering or equivalent
• PMP Certification
• ITIL v4.0
• Genesys Certified Professional Cloud
• Genesys Certified Professional (minimum 3 modules of Genesys Engage)
• Minimum 6+ years of experience in installation and maintenance of Genesys Contract Center Solutions (Engage, Cloud and migration from Engage to Cloud)
• Minimum 3 years of experience in leading the solution delivery activity at customer site.
• Minimum 3 years of experience in leading the team of Genesys consultants.