Genesys Cloud Integrator

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

Acting as the customer’s primary contact, the main objective of this role is to provide creative and practical solutions to user challenges. Employing the technical expertise, this role is responsible for delivering quality installation services and personalized customer-focused support in a timely manner.

Principal tasks and responsibilities include:

To act as an expert advisor in Unified Communications and telephony solutions with expert understanding of Genesys PureCloud and PureConnect
To gather business requirements, document proposed solutions, implement proposed solutions (IVR, users, system configurations, skills, work groups, etc.)
To be the main technical point of contact for projects
To set appropriate customer expectations and fulfill customer commitments
To acquire and maintain current knowledge of relevant product offerings and support policies in order to provide customers with technically accurate solutions
To contribute learnings to company-wide knowledge base
To participate in team projects that enhance the quality or efficiency of integration services
To be responsible for professional services, software development and/or assist in special product-related issues as needed
To provide training to agents, supervisors, administrators, etc., as needed

Qualifications and pre-requisites

Bachelor’s degree or Certificate in Computer Science or related field
Knowledge of Genesys software platforms ( PureCloud and PureConnect)
Technical proficiency in Windows Server, Client platforms and Networking
Knowledge of MS Exchange and SQL Server
Experience with telephony products such as Cisco or Avaya is an asset
Minimum 5 years’ experience as a Genesys Support Specialist or in a similar role
Ability to work in a self-directed and self-motivated environment
Customer service focused with a willingness and determination to go all-out to meet critical deadlines on both an individual and team basis
Ability to manage multiple projects at the same time
Ability to travel
Fluently bilingual: English and French is a must

Full-time