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Genesys Consultant | Al Futtaim Technologies | Dubai, U.A.E. 1

Date: 17-Aug-2019

Location: DB01, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 37998 

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, Robinsons, 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.

The Genesys Consultant will be responsible to install and maintain latest Genesys contact centre solutions including, but not limited to Genesys Pure Connect, PureEngage (Troubleshooting and Maintenance).

Project Delivery

  • Installation, Testing & commissioning of Genesys contact center solution at the customer sites 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 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.

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. 

The Genesys Consultant will report to the Program Manager, however, channels exists for direct communication with the Operations Technology Manager and other member from the senior leadership team at weekly meetings or as and when required. 

To be a successful in this role, you should have a bachelor's degree in engineering specialised in information technology / computer science. Masters in Business Administration is a plus. Interaction Center Certified Engineer is an asset.

Minimum 8 years of experience in installation and maintenance of Genesys Contract Center Solutions, minimum 3 years of experience in leading the solution delivery activity at customer site, minimum 3 years of experience in leading the team of Genesys consultants, minimum 3 years of experience in Contact Center Integration with SBC, Gateways etc.

Expert level of technical Skills in PureConnect – Customer interaction center platform, PureConnect – Customer interaction center dialer, PureConnect – Interaction Optimizer, PureConnect – Interaction recorder, PureConnect – Interaction analyzer, PureConnect – Interaction center administrator, PureConnect – Interaction Center Reporting, PureConnect – Interaction Center Handler Developer, Trouble Shooting Genesys solutions (PureEngage and PureConnect) and Production Issues.

Expert level of Integration skills with SBCs - Cisco Voice Gateways, Alcatel PBX/ OXE etc. 

The Genesys Consultant will have to demonstrate excellent leadership qualities, be customer focused and be able to handle multiple and often conflicting priorities. Good at risk management and mitigation. Strong eye for detail and understanding of the value in process It is essential the incumbent should have excellent interpersonal skills, communication & influencing at all levels – internal and external and a collaborative management style. Excels at operating in a fast pace, community environment. Have the ability to look at situations from several points of view. Delegate responsibilities effectively. Should have a high comfort level working in a diverse environment. Open to direction and collaborative work style and commitment to get the job done. Manage cross-functional relationships effectively.

 

REF: RV

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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.

 

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