Capgemini
Genesys Cloud| 6-10years | Pune& Kolkata
Job Description
- Main Responsibilities
- o Design and build IVR flows in NICE CXOne Studio, Genesys Architect or similar low code/no code platform.
- o Configure parameters such as HOO, Skills, Priorities routing rules etc.
- o Build APIs for consumption by 3rd party apps and call 3rd party APIs to meet business needs.
- o Configuring controls on agent toolbar and embedding it within CRM
- o Unit test development items in studio with API testing tools like postman
- o Building reports and dashboards
- o Load historical ACD data into platform for generating accurate forecasts.
- o Extracting data using OOTB APIs and integrating with data lakes
- o Debug routing issues and platform issues
- o Work with client and vendor to coordinate platform issues with vendors such as Genesys, Amazon Connect, NICE etc.
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