Genesys Cloud Developer at Procept Associates Professional Services Limited (Procept Africa)

Procept Associates Professional Services Limited (Procept Africa) is a franchisee of Procept Associates Ltd, Canada.  We specialize in consulting, training and software solutions, through a network of associates and partners, using best practice frameworks in Canada, Nigeria, South Africa, East Africa, Zambia and now Ghana.

We are recruiting to fill the position below:

Job Title: Genesys Cloud Developer

Location: Lagos
Job Type: Full time

Job Summary

• We are recruiting to fill the position of Genesys Cloud Developer, who will provide essential support to our partner's business operations.
• You will play a key role in designing, developing, and maintaining the Genesys Cloud contact center solutions that enable our client to deliver superior customer service.
• You will work closely with our client’s IT and customer service teams to ensure that our contact center system is efficient, reliable, and capable of meeting the demands of a rapidly growing customer base.

Job Description
You are responsible for the following:

• System Development: Design, develop, and customize Genesys Cloud contact center solutions to meet specific business requirements.
• Integration: Implement and maintain integrations with various third-party systems, such as CRMs and ticketing systems, to ensure seamless customer interactions.
• Routing Strategy: Create and optimize routing strategies to ensure efficient call and chat handling, including skills-based routing, queues, and IVR configuration.
• System Maintenance: Regularly monitor and maintain the Genesys Cloud environment to ensure system stability and reliability, including troubleshooting and resolving issues.
• Reporting and Analytics: Develop and maintain reporting solutions to provide insights into contact center performance, including call and chat metrics, agent productivity, and customer experience.
• Security and Compliance: Ensure the Genesys Cloud environment complies with security and compliance standards, including data protection and privacy regulations.
• Documentation: Create and maintain comprehensive documentation for Genesys Cloud configurations, customizations, and system processes.
• Team Collaboration: Collaborate with cross-functional teams, including IT, customer service, and business analysts, to gather requirements and implement solutions.

Responsibilities

• Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
• Apply understanding of industry specific Customer Service processes:  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, Social Media etc.)
• Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect/Composer/Designer, GAX etc.

Bring your best skills forward to excel at the role:

• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
  • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  • Integration of Genesys cloud CX with enterprise systems
  • Developing custom applications using Genesys platform SDK/APIs
  • Work Experience related to CICD tools.
• Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Your Experience Counts!

• Engineering Degree or MBA from a tier 1 institute
• 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on   Genesys Cloud/Engage suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

Application Closing Date
Not Specified.