Senior Genesys Consultant - Al Futtaim Technologies

Job description / Role

Senior Genesys Consultant - Al Futtaim Technologies - Dubai, U.A.E.

As a Senior Genesys consultant you will be responsible to install and maintain latest Genesys contact centre solutions including, but not limited to CIM platform, SIP, Inbound, Outbound, GVP, Reporting, GIR, QM, e-Services. On this role you will be responsible for installation, testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan. Analyze and resolve 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 a 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.

This role will be based in Dubai. You will report to the Head - Technical Services.

Al Futtaim boasts of a supportive work environment, where all employees support each other in helping achieve & exceed division goals. In turn Al Futtaim is committed to developing employees through its learning and development programmes and internal opportunities.

Requirements

To be considered for this exciting role, you should have a Bachelors Degree specialised in Electronics / Telecommunication / IT / Computer Science. Genesys Certified Professional certification is an asset.

You should have minimum 9+ years of experience in installation and maintenance of Genesys Contract Center Solutions. Of which a minimum 2 years of experience in leading the solution delivery activity at customer site. Expert level of technical skills in Genesys Solution Design and Implementation Skills, Genesys Multimedia (E-Mail, Chat) Routing, Genesys Inbound & Outbound Implementation, Genesys Voice Platform 7.x and 8.x, Genesys Routing Development (IRD & SCXML), Genesys Call Center Reporting (Infomart, Call Center Analyzer), Genesys Interaction Recording & QM. Strong knowledge in Genesys SIP & Genesys Trouble Shooting. Integration experience of - Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM, Nuance Real Speak. Hands on experience of implementing Genesys in Windows and Linux Platforms, troubleshooting Genesys solutions. Experience of working in a multinational and multicultural environment is an asset.

Along with previous experience you must have knowledge and understanding of industry trends and technical innovations and their impact on managing customer business requirements. Ability to operate in a fast-paced, evolving environment and appropriately prioritize tasks, and keep abreast of the latest technology. An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.