Consultor de soluções digitais | genesys cloud cx
Stefanini Group
- Ensino Superior Completo ou cursando;
- Experiência prática com Genesys Cloud CX ;
- Conhecimento avançado na administração e configuração da plataforma;
- Experiência com criação e manutenção de fluxos de atendimento complexos ;
- Conhecimento em roteamento, filas, skills e recursos de telefonia ;
- Experiência com troubleshooting e análise de interações na plataforma;
- Conhecimento em APIs, API REST e JSON ;
- Experiência ou conhecimento em integrações entre Genesys e sistemas corporativos;
- Capacidade de realizar levantamento e análise de requisitos;
- Conhecimento em automação e soluções digitais;
- Boa capacidade analítica e visão de negócio;
- Boa comunicação e facilidade para interação com diferentes áreas.
- Conhecimento em Genesys Functions e Data Actions ;
- Experiência com configuração de discador Outbound , campanhas e listas de contatos;
- Experiência com Voicebots, Chatbots, Agent Assist e soluções de IA ;
- Conhecimento em WFM e WEM ;
- Experiência com integração com Salesforce, ServiceNow, Zendesk ou Azure ;
- Conhecimento em desenvolvimento de APIs;
- Inglês e/ou Espanhol.
- Administrar e configurar a plataforma Genesys Cloud CX , incluindo usuários, filas, skills, telefonia, wrap-up codes e regras de roteamento;
- Desenvolver, configurar e manter fluxos de atendimento de voz e canais digitais, como Chat, E-mail e WhatsApp ;
- Realizar troubleshooting da plataforma, utilizando recursos como Flow History para análise e identificação de problemas;
- Configurar e administrar recursos de Workforce Management (WFM) ;
- Atuar com Speech Analytics para análise e personalização das interações;
- Desenvolver e consumir APIs do Genesys Cloud , conforme as necessidades dos projetos;
- Realizar integrações da plataforma com sistemas corporativos, como CRM, ITSM, Active Directory, Salesforce, ServiceNow, Zendesk, Azure , entre outros;
- Desenvolver e trabalhar com APIs REST e estruturas JSON , realizando tratamento e manipulação dos dados retornados;
- Realizar levantamento e mapeamento de requisitos junto às áreas de negócio;
- Traduzir necessidades de negócio em fluxos e soluções dentro da plataforma Genesys;
- Implementar recursos de IA, Voicebots, Chatbots e Agent Assist ;
- Atuar com soluções de Workforce Engagement Management (WEM) , incluindo recursos de qualidade, monitoramento e gestão da força de trabalho;
- Apoiar a evolução e melhoria contínua das soluções digitais e dos processos de atendimento.
Vaga publicada há 11 horas atrás
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