Consultor de Soluções Digitais | Genesys Cloud CX

Accountabilities:: Genesys Cloud CX Configuration and Administration: Configure and administer the platform, including users, queues, skills, telephony, wrap-up codes, and routing rules. Omnichannel Flow Development: Design, develop, configure, and maintain complex customer interaction flows across voice, chat, email, and WhatsApp channels. Troubleshooting and Platform Optimization: Investigate technical issues, analyze interactions, use Flow History to debug flows, and identify opportunities to improve platform performance and reliability. Workforce Management and Analytics: Configure and activate Workforce Management (WFM) capabilities, leverage Speech Analytics to analyze customer interactions, and support Workforce Engagement Management (WEM) processes related to scheduling, quality, and monitoring. API Development and Integrations: Consume Genesys Cloud APIs and develop REST API integrations using JSON, including response handling and data processing. Implement integrations through APIs and webhooks according to functional and technical requirements. Enterprise System Connectivity: Build and maintain integrations between Genesys Cloud CX and CRM, ITSM, and directory services, including platforms such as Salesforce, ServiceNow, Zendesk, and Azure. AI and Automation Solutions: Implement and optimize AI-powered customer service capabilities, including voicebots, chatbots, and Agent Assist, identifying opportunities to automate workflows and improve service efficiency. Business Consulting and Requirements Analysis: Gather and map business requirements for contact centers, help desks, and back-office operations. Translate functional needs into technical configurations, assess feasibility, recommend improvements, and support the delivery of solutions aligned with project goals. Requirements: Platform Expertise: Hands-on experience with Genesys Cloud CX, including advanced configuration and administration of queues, skills, telephony, routing rules, and wrap-up codes. Omnichannel Experience: Proven experience developing, configuring, and maintaining voice and digital customer service flows. Troubleshooting Skills: Knowledge of platform diagnostics, interaction analysis, and flow debugging using Flow History. API and Integration Knowledge: Experience consuming REST APIs, working with JSON structures, handling API responses, and implementing integrations through APIs and webhooks. Enterprise Applications: Experience or familiarity with integrations involving contact center platforms, CRM and ITSM systems, and directory services. Digital Solutions and Automation: Knowledge of Genesys Cloud CX capabilities related to WFM, WEM, Speech Analytics, AI-powered bots, and Agent Assist is valuable. Business Analysis and Consulting: Ability to gather requirements, understand business needs, assess technical feasibility, and translate functional requirements into practical technical solutions. Analytical and Problem-Solving Skills: Strong troubleshooting, critical-thinking, and solution-design abilities, with a focus on service quality and continuous improvement. Communication and Collaboration: Strong communication skills and the ability to work collaboratively with technical teams, business stakeholders, and clients in a remote environment. Benefits: Employment Type: Full-time employee position. Work Model: Fully remote, based in Brazil. Work Schedule: Five-day workweek (5x2), during standard business hours. Accessibility: Open to persons with disabilities (PwD). Food Allowance: Meal or food voucher. Healthcare: Medical and dental assistance. Health and Wellness Discounts: Access to a benefits club offering discounts on medical appointments and examinations. Education and Professional Development: Discounts on courses, universities, and language institutions, plus access to a free online learning platform featuring updated courses and certificates. Mentoring: Opportunities for professional guidance and development. Lifestyle and Shopping Discounts: Access to exclusive offers and discounts at participating establishments. Travel Benefits: Access to a travel benefits club. Pet Benefits: Access to a pet services and benefits program.