Genesys Consultant

Genesys Consultant

Department: Delivery Employment Type: Full Time Location: Madrid Reporting To: Mario Barrios

About Sabio Group

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve.

About the Role

We are currently looking for a passionate and enthusiastic Genesys Cloud Consultant to join our Team. You will be integrated in a high skilled team that deploys and maintains Genesys IVR's, reporting, and omni-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.

You will play an important role in driving change within our business, joining a department that is continually on a journey of change. We look for people with the right cultural fit who have what it takes to drive our business forward, and who are keen to develop new knowledge and skills.

Key Responsibilities

Work with the team to design and build:

• Deployment of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics, etc.
• Integration with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers
• Flow design with Architect
• Integration with third-party systems using web services
• Report generation (real time and historic)
• Creation and modification of scripts with Genesys Cloud

Essential Skills & Knowledge

• Genesys Cloud CX tools and modules:
• Basic configuration: agents, groups, skills, roles, etc.
• Routing: incoming and outgoing call strategies
• Telephony: sites, edges, trunks, outbound routes
• Scripting
• Architect: design of voice flows and digital channels, bot, integrations with DialogFlow, and with external systems via data actions. Data Tables.
• Data Actions: design and construction of webservices to external systems
• Campaigns of various types (progressive, preview, power)
• Real-time reporting
• Digital channels: Email, Chat, integration with a social network (Whatsapp, Facebook, Twitter)

• Experience working on projects
• Spanish fluency both written and spoken

Nice to Have

• Certifications of Genesys Cloud (GCP-CX)
• Experience with Single Sign-ON (SSO)
• Integrations with Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365
• Integration with external reporting tools (PowerBI)
• Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations
• Knowledge of software programming: C, Java, Javascript, .Net
• Experience working in Support
• Experience working with Agile Methodologies (specifically Scrum)

Benefits

• Pension Scheme
• Remote/Flexible work
• Life insurance
• Private health
• Plus many more (Benefits are dependant on your base location)

Important Information

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.