Jobs at Procept Associates Professional Services Limited

Procept is recruiting to fill the position of Genesys Cloud Support Engineer, who will provide essential support to our partner's business operations, and you will be responsible for providing technical support and troubleshooting assistance to customers using the Genesys Cloud platform. You will respond to customer inquiries, identify, and resolve technical issues, and ensure customer satisfaction with the product. Additionally, you will collaborate with other teams, such as development and product management, to address complex problems and improve the platform's functionality and user experience.

Job Description

You are responsible for the following:

1. Customer Support: Provide prompt and effective technical support to customers via various channels, such as phone, email, chat, and ticketing systems.
2. Issue Resolution: Investigate, diagnose, and resolve technical issues related to the Genesys Cloud platform. Troubleshoot problems with call routing, IVR, chat, email, and other contact center functionalities.
3. Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
4. Product Knowledge: Develop an in-depth understanding of the Genesys Cloud platform, its features, and best practices to provide expert-level support to customers.
5. Collaboration: Work closely with other internal teams, such as product development, engineering, and operations, to escalate and resolve complex technical issues.
6. Continuous Improvement: Identify patterns in customer issues and contribute to knowledge base articles and documentation to help customers find solutions independently.
7. Training: Assist customers in understanding and effectively using the Genesys Cloud platform by providing training and guidance.
8. Customer Feedback: Gather customer feedback and insights to share with the product development team, contributing to platform improvements and enhancements.
9. Compliance: Ensure compliance with service level agreements (SLAs) and adhere to standard operating procedures.
10. Upgrades and Implementations: Assist customers during platform upgrades and new system implementations to ensure a smooth transition and successful onboarding.

Qualifications

1. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
2. Strong technical knowledge of contact center technologies, cloud computing, and telephony systems.
3. Experience with Genesys Cloud or other contact center solutions is preferred. At least 2-3 years’ experience in similar space
4. Proficient in troubleshooting and problem-solving, with excellent analytical skills.
5. Strong customer service orientation and ability to empathize with customer concerns.
6. Effective communication and interpersonal skills to interact with customers and internal teams.
7. Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and meet deadlines.
8. Willingness to stay updated on the latest technologies and industry trends.

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Procept is recruiting to fill the position of Genesys Cloud Developer, who will provide essential support to our partner's business operations. You will play a key role in designing, developing, and maintaining the Genesys Cloud contact center solutions that enable our client to deliver superior customer service. You will work closely with our client’s IT and customer service teams to ensure that our contact center system is efficient, reliable, and capable of meeting the demands of a rapidly growing customer base.

Job Description

You are responsible for the following:

1. System Development: Design, develop, and customize Genesys Cloud contact center solutions to meet specific business requirements.
2. Integration: Implement and maintain integrations with various third-party systems, such as CRMs and ticketing systems, to ensure seamless customer interactions.
3. Routing Strategy: Create and optimize routing strategies to ensure efficient call and chat handling, including skills-based routing, queues, and IVR configuration.
4. System Maintenance: Regularly monitor and maintain the Genesys Cloud environment to ensure system stability and reliability, including troubleshooting and resolving issues.
5. Reporting and Analytics: Develop and maintain reporting solutions to provide insights into contact center performance, including call and chat metrics, agent productivity, and customer experience.
6. Security and Compliance: Ensure the Genesys Cloud environment complies with security and compliance standards, including data protection and privacy regulations.
7. Documentation: Create and maintain comprehensive documentation for Genesys Cloud configurations, customizations, and system processes.
8. Team Collaboration: Collaborate with cross-functional teams, including IT, customer service, and business analysts, to gather requirements and implement solutions.

Qualifications

1. Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
2. Apply understanding of industry specific Customer Service processes:  Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
3. Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect/Composer/Designer, GAX etc.

Bring your best skills forward to excel at the role:

1. Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
   • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
   • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
   • Integration of Genesys cloud CX with enterprise systems
   • Developing custom applications using Genesys platform SDK/APIs
   • Work Experience related to CICD tools.
2. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
3. Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
4. Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Your experience counts!

1. Engineering Degree or MBA from a tier 1 institute
2. Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on   Genesys Cloud/Engage suite.
3. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

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We are currently recruiting to fill the role of Chief of Staff whose diverse and critical responsibilities encompass preparing the MD for meetings, stepping into the MD’s shoes when necessary, overseeing the work of the MD's direct reports, coordinating research based on assigned topics, and supporting the creation and execution of the business strategy. With your exceptional organizational skills, discretion, and ability to adapt, you will play a pivotal role in driving the organization's success and fostering a collaborative and efficient work environment.

Job Description

1. Act as liaison between the MD, Board of Director, Advisory Board, and Executive Management Team.
2. Provide department leaders with recommendations and consultation to improve teamwork across the organization.
3. Manage the MD's high-level administrative/operational support; his travels and calendar
4. Prepare the MD for meetings, webinars, workshops, etc and act as his surrogate at such events where he is unavoidably absent.
   1. Prepare presentation materials for high level meetings, conferences, and other high-level events.
   2. Support the preparation of key reports including business strategy; sales strategy; marketing strategy; and/or investment memos.
   3. Design, prepare, review, format and publish all forms of documents, in multiple formats (MS Word, PowerPoint and Excel)
5. Identify operational bottlenecks, propose solutions, and lead the implementation.
   1. Identify cost-saving opportunities; propose solutions that align with strategic priorities of the company, and lead the implementation of such endevours.
6. Coordinate the annual review of the company’s digital transformation (business) strategy, its execution and tracking digital transformation (business) strategy plans with actuals.
7. Support the sales of the company’s services & products and manage key client accounts.

Qualifications

1. Bachelor’s degree in engineering, Computer Sciences, Information Technology or related field (mandatory)
2. Minimum three years’ experience with any of the big six business advisory / consulting firms
3. Extensive experience in budget management, project management, creating compelling technical and commercial proposals, and managing key accounts
4. Strong business acumen centered towards crafting innovative and unique solutions
5. Willing to align his timing with MD’s timing and priorities
6. Excellent communication (written and spoken), leadership (including problem solving) and people management skills.
7. Advanced proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
8. Master’s degree in business administration is desirable