Full-Time

Senior Consultant

CX Advisory

Confirmed live in the last 24 hours

Genesys

Genesys

11-50 employees

Consulting
Consumer Software
AI & Machine Learning

Compensation Overview

$104.7k - $194.3kAnnually

+ Commission + Performance-based bonus

Senior

Texas, USA + 2 more

More locations: North Carolina, USA | Indiana, USA

Category
Management Consulting
Consulting

You match the following Genesys's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bachelor's Degree in Business, Information Technology, or a related field
  • 5+ years of experience in contact center operations, with a focus on Operations, KPI measurement and optimization
  • Proven expertise in CCaaS solutions, such as Genesys, Five9, Avaya, NICE, or Talkdesk
  • Strong analytical skills and the ability to interpret data to drive decision-making
  • Excellent communication and presentation skills, with the ability to effectively convey complex technical information to non-technical stakeholders
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment
Responsibilities
  • Conduct a thorough assessment of the current contact center operations, including KPIs, technology, and processes.
  • Develop and implement strategies to improve contact center KPIs such as First Call Resolution, Average Handle Time, and Customer Satisfaction.
  • Provide recommendations on CCaaS solutions that align with the organization's goals and objectives.
  • Collaborate with internal stakeholders to define and document contact center requirements for CCaaS implementation.
  • Design and oversee the implementation of CCaaS solutions, ensuring smooth integration with existing systems and processes.
  • Train and educate contact center staff on best practices for utilizing CCaaS tools and maximizing KPI performance.
  • Monitor and evaluate the effectiveness of CCaaS implementation and make adjustments as needed to optimize performance.

Company Size

11-50

Company Stage

Debt Financing

Total Funding

$50.7M

Headquarters

Pleasanton, California

Founded

2000

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for AI solutions boosts Genesys's market potential.
  • Growing interest in cloud solutions aligns with Genesys's offerings.
  • Rising importance of omnichannel strategies supports Genesys's technology adoption.

What critics are saying

  • Competition from expanding companies like Sabio Group threatens Genesys's market position.
  • Rapid digital transformation may outpace Genesys's innovation capabilities.
  • Reliance on partners like Foehn poses risks if partners change strategies.

What makes Genesys unique

  • Genesys offers AI-driven customer experience solutions, aligning with post-pandemic digital transformation.
  • The company provides cloud-based contact center solutions, meeting growing market demand.
  • Genesys supports omnichannel customer engagement, enhancing customer interaction across multiple platforms.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Telehealth coverage

Flexible Work Hours

Unlimited Paid Time Off

Paid Holidays

401(k) Company Match

Adoption Assistance

Fertility Treatment Support

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

-4%

2 year growth

0%
Business Wire
Nov 4th, 2024
Permira Funds Complete Acquisition of Genesys from Alcatel-Lucent

Permira, the European private equity firm with global reach, today announced that a company owned by the Permira funds has successfully completed the

MarTech Series
Jan 22nd, 2024
Genesys to Acquire Radarr Technologies, Unifying the Customer Experience Like Never Before

Genesys, a global cloud leader in AI-powered experience orchestration, today announced it has entered into an agreement to acquire Radarr Technologies,

PR Newswire
Mar 7th, 2023
Genesys Announces Strong Fiscal Year 2023 Results

/PRNewswire/ -- Genesys®, a leader in cloud experience orchestration, today announced highlights from the company's fiscal year 2023 (February 1, 2022, to...

VC News Daily
Dec 6th, 2021
Genesys Collects $580M Funding

SAN FRANCISCO, CA, Genesys, a cloud customer experience startup, announced a $580 million round of funding, led by Salesforce Ventures.

SalesTechStar
Nov 24th, 2020
Foehn win Genesys EMEA Cloud Partner of the Year at Genesys Partner Vision 2020

For the second year running Foehn, a Kerv Group company, has been named EMEA Cloud Partner of the Year by Genesys

SalesTechStar
Oct 6th, 2020
Sabio Group Extends Customer Experience Capability With Anana Acquisition

Sabio Group has acquired customer experience solutions specialist Anana. The acquisition supports Sabio’s goal to become the leading player

Enterprise Times
Sep 17th, 2020
Digital Transformation – why it’s no longer optional for businesses

The acceleration of digital is unlike anything we have seen before and is shaping the new normal. Business leaders are saying during the pandemic that they accomplished in days what would have taken them a year. How did they achieve this?

Which-50
Sep 13th, 2020
Understanding customers is not enough — you need to take action

When customers interact with a contact centre, chances are they have a very specific task they want to achieve. That is why correctly understanding a

SalesTechStar
Sep 2nd, 2020
Genesys Names New CFO to Drive Next Phase of Rapid Growth

Genesys, the global leader in cloud customer experience and contact center solutions, announced Brian Swartz as its new chief financial officer