Genesys Specialist - CRM Integration

Description :

Role : Genesys Specialist

Experience : 610+ years

Function : Digital Workplace Services (DWS), Service Desk & Contact Center Transformation

Role Type : Hands on Platform Specialist, Solutioning & Operations Support

Role Overview :

The Genesys Specialist will be responsible for designing, implementing, integrating, and supporting Genesysbased Contact Center and Service Desk solutions, primarily using Genesys Cloud CX.

The role focuses on enabling service desk operations, improving agent productivity, reducing average handle time, and delivering AIenabled, experienceled support for Digital Workplace services.

Key Responsibilities :

- Design, configure, and support Genesys Cloud CX for Service Desk and Digital Workplace contact

center operations.

- Implement and manage omnichannel capabilities including voice, chat, email, digital messaging, and

selfservice.

- Integrate Genesys with ITSM platforms for interaction management, ticket creation, and agent

workflows.

- Configure call routing, skillsbased and predictive routing, IVR flows, inbound/outbound campaigns,

and workforce engagement features.

- Enable Genesys AI capabilities such as Agent Assist, interaction analytics, speech analytics, sentiment

analysis, and performance dashboards.

- Contribute to presales and solutioning by providing architecture inputs, demos, effort estimates, and

transformation roadmaps for Service Desk modernization.

Required Experience & Skills :

- Strong handson experience with Genesys Cloud CX or Genesys contact center platforms.

- Solid understanding of Service Desk / Contact Center operations, KPIs

- Experience integrating Genesys with ITSM systems (CTI, interaction records, ticketing workflows).

- Knowledge of voice technologies, SIP, IVR design, call flows, and agent desktop configuration.

- Experience with reporting and analytics (realtime and historical dashboards).

- Strong stakeholder communication and documentation skills.

Preferred/NicetoHave Skills :

- Experience with Genesys AI features (Agent Assist, speech analytics, sentiment analysis, interaction

insights)

Internal - General Use :

- Exposure to omnichannel service desk transformation programs in large enterprise environments.

- Familiarity with Salesforce or CRM integrations alongside Genesys (nicetohave).

- Experience supporting largescale, 24x7 global contact centers with distributed agents.