Al Futtaim Jobs - Senior Genesys Consultant | AFT | Dubai, UAE (Dubai, AE)

Job Requisition ID: [[95203]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

 

Job Title:                             Genesys Consultant

Reports to:                         Program Manager/Technical Manager

Direct Reports:                  Service Delivery Team

                               Dotted line - Presales, Technical Account Managers, Project / Service delivery

Department:                      Genesys - Service

Location:                             Dubai, UAE

 

JOB PURPOSE

The Genesys Consultant will be responsible to install and maintain latest Genesys contact centre solutions including, but not limited to Genesys Cloud, Genesys Engage platforms including SIP Integration, Inbound, Outbound, GVP, Reporting, GIR, QM, e-Services.

 

KEY ACCOUNTABILITIES

Project Delivery

• Responsible for developing routing strategies and deploying Genesys applications in customer environments focusing on implementing solutions using Genesys Voice suite of products such as TServer, GVP, SIP Server, URS, ORS.
• Responsible for developing routing strategies and deploying Genesys applications in customer environments focusing on implementing solutions using Genesys E-services suite of products such as Genesys Chat, Email, Messaging solutions
• Deploying Genesys applications in customer environments focusing on implementing solutions using Genesys Reporting such as Genesys Infomart, ICON, CCPulse, GCXi, MicroStrategy
• As an individual contributor, develop IVR/Routing/Chat/Email applications in Genesys IRD tool
• Manage Genesys and client to project timelines, ensuring dependencies are being met, and project will launch on schedule
• Maintain accurate records for customer installations including Architecture, Configuration, deployment templates, etc. and archive upon completion.
• Testing and problem analysis and resolution. Troubleshoot complex applications and integrations
• Follow project change management protocol and customer security guidelines.
• Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Participate in the creation of Knowledge Base articles, solutions and other related collateral
• Provide timely progress reports on the project deliverables to Project Manager, Technical Manager, Customer and senior members of technical staff.

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 documentation management and day to day activities are undertaken to the required standards.
• Assist with the preparation, coordination and updating of the business reports.
• Provide a high collaboration level to support and assistance to other departments and senior managers whenever needed.

People Management

• 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.

 

JOB CONTEXT

This position operates within the context of Genesys Platform Installation and Maintenance. The Engineer Genesys will be responsible to install and maintain latest Genesys contact center solutions.

 

QUALIFICATIONS, EXPERIENCE & SKILLS

Minimum Qualifications and Knowledge: 

• Degree in software or computer science or IT engineering or any related discipline/courses
• Genesys Engage Certifications & Genesys Cloud Certifications will be an advantage.

 

Experience:

• Minimum 5 years of experience in installation and maintenance of Genesys Contract Center Solutions,
• Minimum 5 years of experience in leading the solution delivery activity at customer site.
• Minimum 1 years of experience in Contact Center Integration with SBC, Gateways etc.

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

 

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