, Occupancy, and Adherence. Experience with contact center technologies and Workforce Management platforms, including Genesys...
/Telephony: Understanding of IVR call flows, SIP Experience with IVR platforms such as Genesys and cloud telephony (e.g...
into leading customer engagement platforms, including: CCaaS & Core Telephony: Genesys Cloud, Five9, Amazon Connect, NICE CXone... architectural and functional understanding of at least three major CCaaS platforms (specifically Genesys, Five9, NICE CXone...
platforms such as Genesys and cloud telephony (e.g., Twilio, Google Dialogflow). Familiarity with speech recognition (ASR...
: Understanding of IVR call flows, SIP Experience with IVR platforms such as Genesys and cloud telephony (e.g., Twilio, Google...
technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems. Strong communication...
: Understanding of IVR call flows, SIP Experience with IVR platforms such as Genesys and cloud telephony (e.g., Twilio, Google...
Experience Cloud with Salesforce Data Cloud, Marketing Cloud, and other internal systems (e.g., Genesys C Cloud, MuleSoft, Hogan...
, vacation, and voluntary time-off (VTO) using automated tracking systems Update skill levels in Genesys and integrate AI-driven...
footprint and larger scope). Provide support for Cisco phone system and endpoints Provide support for Genesys and WebRTC systems..., Microsoft Teams, Cisco Call Manager, Genesys and WebRTC Effective customer service skills, including active listening, conflict...