knowledge with an equivalent Telecoms or CCaaS system (RingCentral, Twilio, Genesys, 8x8 etc..) Possess a strong focus...
We are currently recruiting for a Telephony Specialist (Genesys). This role is a critical role within our Group IT... function and is responsible for the management and ongoing support of the Genesys Telephone system across the Benenden Group...
and Genesys Cloud experience advantageous). Strong problem-solving skills with the ability to make sound judgments and decisions...
integration of cloud-based customer and CCaaS platforms (for example Microsoft Dynamics Contact Centre, Amazon Connect, Genesys... Support the design of CCaaS and AI solutions across platforms such as Amazon Connect, Genesys Cloud CX, Google CCaaS/CES...
, and confidence in using IT systems to manage and track activity. Experience with SAP and Genesys would be advantageous...
following areas: Delivery or implementation experience with enterprise CCaaS platforms, such as: Genesys Cloud / Engage...
-contact technology. Genesys Platform Knowledge: Experience using Genesys for call routing, performance monitoring...
, knowledge buddy/coach patterns) and NLP model tuning. Telephony/CCaaS: Genesys, Amazon Connect, Twilio, NICE;CTI handoff...
AI/Automation: Conversational AI platforms, Generative AI models (LLMs), Agentic AI frameworks, RPA tools. CCaaS: Genesys, Avaya...-specific CX/CCaaS certifications (Genesys Cloud, Amazon Connect). Specialist AI/ML certifications (TensorFlow, Hugging Face...
practices. Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk...