ACE- Genesys -Manager- Senior Manager
Category: Strategy & Consulting -Song
Experience:12+ Years
Location:Pan-India
Your team
As a leading global professional services company, you are invited to join a vibrant team and explore a diverse range of opportunities in strategy, consulting, digital, technology, and operations. You will be a part of a collaborative environment that combines unmatched experience and specialized skills across 40+ industries. This leading enterprise, at the intersection of business and technology, is dedicated to helping clients enhance performance and create sustainable value for stakeholders.
Your job
- You will be responsible for understanding market and customer challenges: Create a business case and strategic transformation roadmap based on market trends
- Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first-call presentations
- Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties
- Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management
Capabilities
- You should have a minimum of 12 years of Experience in working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In-depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred
- Functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutions using Genesys Architect/Composer/Designer
- Experience in leveraging Genesys product solutions to automate customer service processes like Interaction Routing, CTI, Reporting etc
Qualifications
12+ Years after MBA/ B.Tech