Technical Manager - Genesys Solutions

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 in UAE, KSA, Qatar and other emerging markets as per company demands.

What you willl do 

• Installation, Testing & commissioning of Genesys contact center solution on Genesys Cloud and Genesys Engage 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.

Continuously upgrade the skills by self-learning

Technical Skills:

• 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
• Genesys SIP
• Genesys Multimedia (E-Mail, Chat) Routing
• Genesys Inbound, Outbound Implementation
• Genesys Voice Platform 8.x
• Software Development Skills in
• ASP .Net Development
• Platform SDK Customizations
• Web Services Development in C++/Java
• IVR Flow Design and Development
• Integration Experience Consists Of
• Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
• Nuance Real Speak
• Implemented Genesys in Windows and Linux Platforms

Project Management Skills:

• Project Management Process, Tools and Techniques
• Software Development Life Cycle Management
• Project Initiation, Planning, Execution, Monitoring & Control, Closure
• Coordinating resources and timetables with user departments and data center.
• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
• Excellent documentation skills and attention to detail.
• Oversees small to medium sized projects or components of larger projects. 
• Creates and administers project plans and project documentation using defined templates.
• Manages to project scope and project schedule. Identifies key project team members by defining roles and responsibilities.