Call Center Automation Developer Genesys

Relationship Manager responsible for recruitment process: Anna Spirydoniuk
Rank of role: 42
 

Call Center Automation Developer Genesys

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

Call Center Automation Developer (Genesys) works within a technologically versatile team located in Poland, providing consulting services to biggest market players in EMEIA region and around the globe.

The opportunity

With the continuous growth of our business and increasing needs of our customers, we are willing to move our projects on the new track. We can offer you a role as a Call Center Automation Developer (Genesys), providing you with an opportunity for further professional growth. You will work as part of a team that designs, develops, tests, deploys and supports various types of solutions using Genesys and other automation tools. You will interact with the most recognizable and influential players in the financial markets within challenging projects.

Your key responsibilities
 

• Design and implement Genesys-based call centers (routing, automations, analytics etc).
• Design automation tasks and solutions in our customer service call center.
• Define the digitization strategy to improve the customer service experience and operational efficiency.
• Analyze operations and business practices to determine automation opportunities
• Play a pivotal role in enhancing call center operations through automation, implementing
• AI software to improve service and reduce inefficiencies
• Work with key stakeholders to develop end-to-end automation solutions tailored to specific business needs
• Continuously monitor system health and performance, ensuring high reliability and optimum performance for the end users.
• Analyze, address and resolve automation failures and defects in a timely manner.
• Participate in project meetings to provide status and updates on project timelines, resources, and risks.

Skills and attributes for success

We are seeking individuals with proven expertise in the following areas, ready to advance their technical and consulting skills.

To qualify for the role, you must have

• Proven experience in implementing and managing Genesys call automation software.
• Experience in designing and implementing enterprise-level Interactive Voice Response (IVR) solutions.
• Understanding of AI technologies such as machine learning and natural language processing.
• Proficiency in integrating Genesys with other platforms or systems.
• Must possess outstanding troubleshooting and problem-solving skills.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Flexibility to adapt to rapidly changing conditions and priorities.
• Experience in designing and implementing cloud based solutions.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Ideally, you’ll also have

• Experience with Genesys Cloud.
• Familiarity with Computer Telephony Integration (CTI).
• Knowledge in programming languages like C#, or Python.
• Experience with AWS and/or Azure cloud (especially Amazon Lex, Lambda, S3, RDS, Polly, Connect or their Azure counterparts)

What we look for 

We love working with people who are passionate about their job and have great interpersonal skills, who are ready to face new professional challenges? If yes, it’s a role for you.

What we offer 

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.  

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.  
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.  
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.  
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.  

 
About EY 
EY | Building a better working world 
 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. 
 
If you can demonstrate that you meet the criteria above, please contact us as soon as possible. 
The exceptional EY experience. It’s yours to build.