Consultor de Soluções Digitais | Genesys Cloud CX
Core
Digital Solutions Consultant specializing in Genesys Cloud CX to develop, configure, and implement solutions for customer experience and contact center process optimization.
Role type
Senior IC Digital Solutions Consultant (Genesys Cloud CX)
Builds
Contact Center operations, customer engagement flows, and AI-driven automation solutions
Domain
Contact Center / Customer Experience / Telecommunications
Required skills
Genesys Cloud CX administration, Voice and digital channel flow design, REST API integration, JSON data handling, CRM/ITSM integration, Speech Analytics, Workforce Management (WFM), Business requirement analysis
Preferred skills
Experience with Salesforce, ServiceNow, Zendesk, Azure, Voicebots, Chatbots, Agent Assist
Technologies
Genesys Cloud CX, REST APIs, JSON, Salesforce, ServiceNow, Zendesk, Azure, Speech Analytics
Responsibilities
Configure and administer Genesys Cloud CX (users, queues, skills, routing, wrap-up codes); Develop and maintain complex voice and digital channel flows; Perform troubleshooting using Flow History; Implement AI resources (voicebots, chatbots, Agent Assist); Integrate Genesys Cloud with CRM, ITSM, and directory services; Analyze business needs and propose technical solutions.
Seniority
Senior, hands-on IC
