Job Description

How will you make an impact?
A Genesys Analyst will be responsible to provide accurate solutions and recommendations to enhancements or projects pertaining to Genesys environments, aligning with Thermo Fisher Scientifics standards & strategic objectives.

What will you do?

Responsible for managing initiatives that relate to the overall health of the environment. S/he will be responsible for maintaining the functional areas of data integrity and object management, while providing solution support/ development. Ability to meet project deadlines, follow and document detailed tasks. Strong Data loader skills required and ability to convert user stories into accurate Genesys solutions is necessary. Build and publish Knowledge Articles and self-help guides based on historical tickets, manage SLA by resolving tickets timely manner

How will you get here?

• Bachelor of Engineering in Computer Science, Engineering, Information Systems, Business Administration, or a related field.

• Genesys Certifications (Genesys Cloud Associate or higher) preferred

Experience

• Minimum 2-4 years of hands-on experience in Genesys Pure Engage products
• Strong Knowledge in Genesys PureEngage Framework and Genesys Cloud Architecture
• Ability to analyze organization processes and fine tuning applications to meet business requirements.
• Proficiency in Genesys Engage configuration management tools (CME, GA, GAX) and Genesys Cloud Admin
• Experience building call and email flows in Interaction Routing Designer and good understanding of eServices architecture, working knowledge (or understanding) of IVR flows in Genesys Cloud Architect
• Knowledge of CRM integrations (Salesforce, SAP C4S) is a plus.
• Troubleshooting experience of Voice and eServices applications in Pure Engage
• Experience with real-time and historical reporting tools (Gi2, CCPulse, Pulse) in Genesys Engage and ability to help schedule reports Genesys Cloud.
• Experience with Work Desktop Edition (WDE) deployment, configuration, and troubleshooting
• Good understanding and troubleshooting knowledge of Genesys Engage components T-server, URS, Interaction Server, UCS, SCS, etc.

Tool & Technology Skills

• Genesys CME, GA, GAX, IRD, CCPulse, Gi2, SCI
• Documentation of call flows using Microsoft Visio
• Experience with PowerBI dashboards and reports is a plus

Knowledge, Skills, Abilities

• Excellent written and verbal communication skills with effective troubleshooting mechanisms and highly adaptable to different work environment
• Ability to create and maintain process documentation and deployment process on issues for Future follow-ups.
• Team player with ability to work effectively with all levels of organization and individually as well.
• Excellent communication and inter-personal skills, working in both large and small team is expected from the candidate.

Job Category

Information Technology

Thermo Fisher Scientific

is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific