Sabio

CX solutions via cloud and consulting

Senior Genesys Consultant

Implementation & Technical Account ManagementUpdated on Nov 13

Full-timeCape Town, South AfricaNo salary listedHybrid

About the Job

Requirements

Knowledge of Genesys Cloud CX basic configuration, including agents, groups, skills, and roles.
Knowledge of routing for incoming and outgoing call strategies.
Knowledge of telephony sites, edges, trunks, and outbound routes.
Knowledge of scripting.
Knowledge of Architect for designing voice flows and digital channels, bots, DialogFlow integrations, external-system integrations via data actions, and data tables.
Knowledge of designing and constructing data actions and web services to external systems.
Knowledge of progressive, preview, and power campaign types.
Knowledge of real-time reporting.
Knowledge of digital channels including email, chat, and social-network integrations such as WhatsApp, Facebook, and Twitter.
Experience working on projects.
Fluency in written and spoken English.

Responsibilities

Work with the team to design and build deployments of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics.
Integrate Genesys solutions with call recording, workforce management solutions, and CRM systems from other software manufacturers.
Design flows with Architect.
Integrate with third-party systems using web services.
Generate real-time and historical reports.
Create and modify scripts with Genesys Cloud.

Desired Qualifications

Genesys Cloud certification (GCP-CX).
Experience with Single Sign-On (SSO).
Experience integrating with the Embeddable Framework and other CRMs, including Salesforce and Microsoft Dynamics 365.
Experience integrating with external reporting tools such as Power BI.
Knowledge and use of the Genesys API, Process Automation (triggers), and Workflows for more complex implementations.
Knowledge of software programming in C, Java, JavaScript, and .NET.
Experience working in support.
Experience working with Agile methodologies, specifically Scrum.

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Senior Genesys Consultant to join our Team

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

The candidate will be integrated in a high skilled team that deploys and maintains Genesys IVR’s, reporting, and omni-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.

The Job

Work with the team to design and build:

Deployment of multi-country projects based on Genesys Cloud with CRM solutions such as Dynamics, etc...
Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers.
Flow design with Architect
Integration with third-party systems using web services
Report generation (real time and historic)
Creation and modification of scripts with Genesys Cloud

Essential:

Knowledge of the following Genesys Cloud CX tools and modules:
Basic configuration: agents, groups, skills, roles, etc
Routing: incoming and outgoing call strategies
Telephony: sites, edges, trunks, outbound routes
Scripting
Architect: design of voice flows and digital channels, bot, integrations with DialogFlow, and with external systems via data actions. Data Tables.
Data Actions: design and construction of webservices to external systems.
Campaigns of various types (progressive, preview, power)
Real-time reporting
Digital channels: Email, Chat, integration with a social network (Whatsapp, Facebook, Twitter)
Experience working on projects
English fluency both written and spoken

Nice to Have:

Certifications of Genesys Cloud (GCP-CX)
Experience with Single Sign-ON (SSO)
Integrations with Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365.
Integration with external reporting tools (PowerBI).
Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations..
Knowledge of software programming: C, Java, Javascript, .Net
Experience working in Support
Experience working with Agile Methodologies (specifically Scrum)

About the Company

Sabio

CX solutions via cloud and consulting

Sabio Group helps businesses improve customer interactions by providing cloud-based customer experience (CX) solutions, along with consultancy services and strategic partnerships. Its offerings combine technology platforms, advisory support, and collaborative partnerships to deliver scalable CX improvements for clients such as telecoms and other companies. The company grows its capabilities through acquisitions (e.g., Team Vision and DVELP), expanding its service offerings and expertise. This mix lets Sabio deliver end-to-end CX projects—from strategy and implementation to ongoing support—rather than just selling a single product. Sabio’s goal is to achieve better outcomes and higher customer satisfaction for its clients by applying practical, team-oriented problem-solving and reliable technology to everyday customer touchpoints.

Company size: 501-1,000
Company stage: Growth Equity (Venture Capital)
Total funding: $66M
Headquarters: London, United Kingdom
Founded: 1998

Recently Posted Jobs

Explore more opportunities at Sabio

See more jobs