Contact Center SME - Genesys cloud

Engage stakeholders to understand and analyzetheir challenges, gather further data and use the knowledge base to providethem with optimal solution

. Able to lead the engagement at various stages of SDLC, right from problemdefinition to diagnosis to solution design, development, testing anddeployment.

. Contribute to unit level and organization initiatives with the objective ofproviding high quality and value add consulting solutions to customer

. Lead a team of consultants to support the day to day operations for the 24X7client Contact Center setups with proactive identification and resolution ofthe system components failure

. Perform portfolio analysis, analyze transition needs, timelines, maintainknowledge repositories and create capabilities in core domain areas

. Resolve escalated issues from the team and communicate with clienteffectively in order to resolve customer issues with efficiency and accuracy

. Prepare and drive daily, weekly and monthly charters with customer to reviewthe holistic status reports