Must have

• Genesys

• English (B2)

Requirements description

• Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System

• Expert-level knowledge and hands-on experience in Genesys Cloud and the ecosystem of CX

• Knowledge and hands-on experience in one or multiple of the following:

  • Analytics (Voice, Sentiment etc.)
  • Knowledge Management
  • Predictive Engagement
  • AI use cases: Auto Summary, Agent Assist, AI agent etc.)
  • Digital Channels
  • AI/Bots ( Google, Amazon, KoreAI, Omilia, Amelia etc.)

• Hands-on experience with the integration of CRM tools such as SAP, Salesforce, and MS Dynamics

• Experience with Workforce Management and related tools

• Good understanding of the RPA, AI solutions

• Fluent in English

Offer description

ITMAGINATION, now part of the Virtusa Group helps its Clients by becoming a true extension of their software and data development capabilities. Through the readily set up, comprehensive, and self-governing teams, we let our Clients focus on their business while we make sure that their software products and data tools scale up accordingly and with outstanding quality.

We are looking for experienced team players to fill the Senior Genesys CX Consultant position and participate in our up-and-coming project for our client from the telecommunications industry.

You can expect:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey

• Identify the use cases and the integration strategies such as: Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs

• Develop CX roadmap and technical mappings for the next gen Customer eXperience

• Engage and partner with customers to develop the architecture matching requirements.

What we offer:

• Remote work model

• Professional training programs – including Udemy and other development plans

• ​Work with a team that’s recognized for its excellence. We’ve been featured in the Deloitte Technology Fast 50 & FT 1000 rankings. We’ve also received the Great Place To Work® certification for five years in a row