Genesys Cloud Application Consultant (f/m/x)

As an Genesys Cloud Application Consultant, you will play a pivotal role in developing, supporting, managing and optimizing the global Genesys Cloud based Contact Center Solutions at ZEISS. Your responsibilities will encompass a balanced blend of functional and technical aspects, ensuring that our solutions exceptional customer experiences across all regions. You will oversee the entire lifecycle of application, from initialization and implementation to ongoing monitoring, error analysis, and resolution. In this role, you will collaborate closely with business units and cross-functional IT teams to ensure that our services meet the evolving needs of our customers. Your technical expertise will be crucial in implementing Genesys Cloud solutions and integrating them with CRM and existing backend systems. As a Application Consultant you will be responsible for the Genesys Cloud based Contact Center Solution from an application perspective ensuring optimal performance and user satisfaction

Work close with business groups to gather, review, and prioritize feature and change requests, coordination with relevant stakeholders

Should be able to develop flows and Implement/Configure in Genesys Cloud as per business requirements and handle Genesys Cloud related support tickets using ITSM tool

Manage the release process and solution roadmap in collaboration with the Product Owner and all relevant stakeholders to ensure timely updates and enhancements

Your area responsibility so includes building strong relationships with cross-functional IT departments (telephony, network, reporting) as well as services vendors to ensure the necessary support is available for the live locations

Beside that you will thus coordinate the integration of the Contact Center Solution into respective backend systems (SAP CRM, Salesforce, Analytics)

An exciting transformation project awaits you, in which the conversion from the existing center contact solution to a new solution takes place.

Degree in business informatics, industrial engineering, or a similar subject area

Good experience in managing (development/support) on Genesys Cloud based Contact Center Solution

Profound experience related to contact center domain and good understanding of API integration with basic coding knowledge

Proficient knowledge of telephony and contact center systems, with a strong preference for experience on the Genesys Cloud platform, familiarity with APIs, SIP protocols, and cloud-based architecture is highly desirable

Basic knowledge of the Salesforce and/or SAP CRM environment and ideally have already accompanied scenarios

Excellent communication skills with a passion for engaging stakeholders at all levels combined with the ability to work in an cross-functional and international team

Your strength include analytical and conceptual thinking