Overview of the role : 

The Genesys certified Technical Manager shall be a PMP Certified Engineer leading the technical engineer team of Genesys Engineers for Contact centre business of Al Futtaim Technologies and their customers on both Genesys Engage, Genesys Cloud and migration of customers from Genesys Engage to Genesys Cloud as per customer and company demands.

What you will do : 

Project Delivery

• Installation, Testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan
• Ensure the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality.
• Provide Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target
• Lead the solution delivery activity when deputed as responsible for service delivery of specific project.
• Works as Lead Technical resource and assists Project Manager in large projects. Takes responsibility of team working on site and coordinate day to day project activities onsite.
• Expert Knowledge of Genesys, architecting Genesys solution implementation, assisting presales and performing POC.

Service Delivery

• Provide the complete service interface with the clients / stakeholders and the management
• Ensure Customer Satisfaction with the 24x7 Support

Project Quality Management

Ensure the quality of all assigned projects executed/ achieved according to the quality standards defined by the project brief resulting in receipt of the Completion Certificate.

Administrative & Coordination Support:

• Ensure excellent management of documentation and day-to-day activities to meet required standards.
• Assist in preparing, coordinating, and updating business reports.
• Collaborate closely to provide support and assistance to other departments and senior managers as needed.
• Manage, train, and motivate the staff within the department according to company procedures, policy and employment law. Develop internal staff motivation and coaching sessions with a specific aim to improve staff presentation techniques to third parties. Employ and supervise both internal and external resources.

Skills

Required skills to be succesful : 

Expert level of technical Skills in Genesys Cloud

• Genesys Inbound, Outbound across all media channels
• Genesys chat, Email, WhatsApp etc
• Genesys AI Chatbot, Conversational AI, Google Dialog Flow
• Genesys IVR

Expert level of technical skills in Genesys Engage, including:

• Genesys SIP
• Genesys Multimedia (E-Mail, Chat) Routing
• Genesys Inbound and Outbound implementation
• Genesys Voice Platform 8.x
• Genesys Routing Development (IRD & SCXML)
• Genesys Call Center Reporting (Infomart, Call Center Analyzer)
• Genesys Interaction Recording & QM
• Troubleshooting Genesys solutions and production issues

Software development skills include:

• ASP .Net development
• Platform SDK customizations
• Web services development in C++/Java
• IVR flow design and development

Integration experience with:

• Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
• Nuance Real Speak

Implemented Genesys in Windows and Linux platforms.

What equips you for the role : 

• Engineering qualification in IT / Computer Science or equivalent
• PMP Certification
• ITIL v4.0
• Genesys Certified Professional Cloud
• Genesys Certified Professional (minimum 3 modules of Genesys Engage)
• Minimum 9 years of experience in installation and maintenance of Genesys Contact Center Solutions (Engage, Cloud, and migration from Engage to Cloud).
• Minimum 3 years of experience in leading solution delivery activities at customer sites.
• Minimum 3 years of experience in leading teams of Genesys consultants.
• Minimum 3 years of experience in Contact Center-related software development.