Garima Dhingra, SAP HR Functional Consultant

Pooja Gupta, IT Operations Sr. Analyst

Neha S. Athanikar, Manager - Accenture Strategy

Vibhuti Thakkar, Manager - Accenture Strategy

Would be responsible for hands on delivery of customer interaction solution (Genesys) and working in all phases of the project delivery.  This position requires  - Flexibility to be based in Mumbai/Bangalore  - Minimum 4 to 12 years of design and application development experience implementing multichannel self-service/IVR and customer interaction interaction Routing in Genesys 7.6 /8.x platform.   - Technical exposure to contact center and overall customer service area.  - Good understanding of Genesys framework 7.6 / 8.x (Preferably Genesys 8.x Voice Portal, CIM platform)  - Hands on experience in IVR and Routing application development through using Genesys Studio, Genesys IRD, Genesys Composer (Preferably in Genesys 8.x SIP framework)  - The position would have a Solution and Delivery focus.  The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, etc..).. Candidates who fit this profile will have a minimum of 4 to 12 years of application design and development experience implementing multi channel self service solutions (IVR, web, email, chat, SMS, etc..) preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. The following characteristics are sought:  - Extensive leading-edge expertise in implementing multichannel (IVR, web, email, chat, SMS, etc..) self-service, using tools like Genesys Voice Portal, IRD, Composer, CME, Genesys Administrator  - Worked on Genesys Contact Center suites - including GVP with Speech recognition, Enterprise Voice/email routing, Reports  - Thorough understanding of Genesys Framework, integration with internal and external components.  - Delivery credentials for Self Service solutions enabled with speech-based interfaces and dynamic menu based on customer treatment strategies  - Application Development (in Genesys Interaction Routing Designer and GVP Composer), Test and Documentation.  - Deep knowledge of multiple Self Service and speech recognition vendors offerings, strengths, and weaknesses, including hands-on experience with products from leading vendors such as Genesys and Nuance  - Experience in Genesys Infrastructure (Genesys CME, Genesys Administrator, GAX)  - Experience in leveraging Genesys technology infrastructure to automate contact center activities with solution components like Self Service/IVR, Call Routing, CTI, Reporting etc.   - Knowledge of Genesys Reporting (Genesys CCPulse, Genesys Infomart, GI2)  - Experience in root cause analysis  Professional Skill Requirements   - Excellent communications skills  - Effective presentation skills  - Ability to develop requirements based on leadership input  - Performance/Status reporting  - Problem Solving and Conflict Management  - Ability to work effectively in a remote, virtual, global environment

Delhi NCR

Bangalore

Accenture - Consultant/Manager - S&CS Genesys 

Accenture - Consultant/Manager - S&CS Genesys  ,Job Description for Accenture - Consultant/Manager - S&CS Genesys  in Accenture in  Delhi NCR Bangalore for (4-14) years of experience. Apply Now!

Job Description for Accenture - Consultant/Manager - S&CS Genesys  in Accenture in  Delhi NCR Bangalore for (4-14) years of experience. Apply Now!