Project Manager - Genesys at NTT DATA

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

16 Mar, 26

Salary

0.0

Posted On

16 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Cloud Architecture, Genesys Solutions, CCaaS, Licensing Methodology, Self-Service Options, Collaboration Tools, Workforce Management, Analytics, Artificial Intelligence, Automation, SBC Configuration, Audiocodes, Integration Management, Cloud Contact Center, Emerging Trends

Industry

IT Services and IT Consulting

Description

Project Management: Manage end-to-end implementation and enhancement projects for Genesys Contact Center solutions. Cloud Architecture: Design, review, and optimize cloud architecture for seamless integration with Genesys systems. Cloud Contact Center Components: Oversee the deployment of cloud contact center components ensuring system reliability and scalability. Capabilities Overview: Develop and present detailed assessments of Genesys capabilities to stakeholders. CCaaS Architecture: Architect and support Contact Center as a Service (CCaaS) solutions tailored to business needs. Licensing Methodology: Manage and optimize licensing requirements to ensure compliance and cost-effectiveness. Self-Service Options: Implement and enhance self-service features like IVR, chatbots, and AI-driven solutions. Collaboration Options: Facilitate seamless collaboration through Genesys tools and integrations. Inbound and Outbound Calling: Optimize inbound and outbound call processes to improve customer satisfaction and efficiency. Workforce Management (WFM) and Workforce Engagement Management (WEM): Utilize WFM/WEM tools to improve productivity and ensure optimal workforce utilization. AppFoundry and APIs: Manage integrations with third-party applications and APIs via Genesys AppFoundry. Insights, Analytics, and Reporting: Provide actionable insights through advanced reporting and analytics within Genesys. Artificial Intelligence and Automation: Implement AI-driven solutions to automate processes and improve contact center efficiency. Session Border Controller (SBC) and Audiocodes: Configure and maintain SBCs and Audiocodes to ensure secure and reliable communications. Strong expertise in Genesys Contact Center solutions and architecture. Proficient in cloud architecture and CCaaS systems. Solid understanding of licensing methodologies, workforce management, and AI technologies. Familiarity with APIs, AppFoundry integrations, and SBC/Audiocodes configuration. Hands-on experience with workforce engagement tools and analytics platforms. Knowledge of emerging trends in contact center technologies.

Responsibilities

Manage end-to-end implementation and enhancement projects for Genesys Contact Center solutions while overseeing the deployment of cloud contact center components. Develop and present detailed assessments of Genesys capabilities to stakeholders and implement self-service features to improve customer satisfaction.