) between ServiceNow and our CCaaS platform (Genesys/NICE CXone), ensuring seamless "single-pane-of-glass " screen pops and automated case... platforms (Genesys, NICE, Cisco). Experience working in highly regulated, FedRAMP-authorized, or IL4+government cloud...
and tools (e.g., Genesys, NICE inContact, Verint, Aspect). Strong analytical, problem-solving, and decision-making skills... Center, Forecasting, Genesys Workforce Management, Microsoft Excel, Microsoft Power Business Intelligence (BI), organization...
platforms (e.g., Salesforce, Genesys, or similar systems) Bilingual in English and Spanish Typing speed of 60+ WPM...
such as: Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc. Experience with multi-site and/or vendor/BPO operations...
, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX... within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass...
integrations between Salesforce and complex third-party enterprise systems (e.g., CTI/telephony systems like Five9/Genesys, ERPs...
implementing and optimizing support platforms like Salesforce Service Cloud, and Genesys Salesforce Softphone. Expertise...
Structure Simulator (HFSS) or equivalent SystemVue/Genesys or equivalent Advanced Design System (ADS) or equivalent...
transformation, self-service, workflow redesign, or operational excellence Familiarity with NiCE, Genesys, Five9, or similar...
transformation, self-service, workflow redesign, or operational excellence Familiarity with NiCE, Genesys, Five9, or similar...