About Us:
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.
Our 1100 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.
Experience:
8+ years of experience in Genesys Engage/Multicloud CX. Experience in Genesys Engage SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, Pulse, Recording & QM, WFM, e-Services, GMS & Social Messaging.
Technical Skills:
Hands on experience in Deployment & configuration of Genesys Reporting (Icon/Infomart/RAA, GCXI, Pulse), Genesys Routing (URS & ORS), GMS & Callback. Provisioning of Outbound Solution (Agent & Agentless Dialing Modes), Understanding of SIPServer Concepts & Genesys RBAC. Understanding on working of Callsteering/NLU based IVR, ASR/TTS, ChatBot, VoiceBiometrics, VirtualHold, CCA. Understanding of Voice/Routing/ eServices Flows Composer. Knowledge of Report customizations using Infomart/SAP BOE/GCXI. Genesys Certification Preferred. Excellent understanding of SIP & ISDN Technologies. Knowledge of Genesys Cloud/Connect would be a plus but not mandatory.
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