Genesys Cloud CX

Appealing Points:

• Work with cutting-edge Genesys Cloud CX, AI chatbots, NLP, and cloud technologies to build and optimize enterprise contact center solutions.
• Collaborate with global business stakeholders in a bilingual (English & Japanese) environment, driving digital transformation in the financial services domain.
• Take ownership of IVR design, cloud integrations, and platform optimization, with opportunities to work across Genesys, NICE, AWS Connect, and modern API-based architectures.

Annual Salary: 8 Million Yen and above

Job Responsibilities:

Consulting & Business Support:

• Work with business stakeholders to understand functional requirements and system issues.
• Analyze call flows and routing logic to identify bottlenecks or inefficiencies.
• Review performance insights and identify areas for process optimization.
• Document technical changes and update stakeholders as needed.
• Provide knowledge on platform capabilities to guide business decisions.

Genesys Cloud CX Administration:

• Manage and configure platform components, including:
• Queues, Architect call flows, Schedules, Routing Profiles, and Permissions.
• Handle user provisioning and role-based access control.
• Support contact center setup and ongoing maintenance in alignment with business needs.

IVR & Flow Development:

• Develop and maintain IVR workflows using Genesys Architect.
• Update and optimize call flow logic based on requirements and platform standards.
• Implement integrations with external systems through web services, APIs, or AWS Lambda functions.

Troubleshooting & Performance Monitoring:

• Monitor system health and performance using Genesys Analytics.
• Investigate issues such as long wait times, abandoned calls, and misrouted interactions.

Job Qualifications:

• 8+ years of experience working with Genesys Cloud CX - bilingual skilled resources ( English, Japanese – N2 Level )
• Exposure to AI chatbots and NLP programming
• Good understanding of Python as there are batch jobs which needs to be maintained.
• Able to work in two weeks sprints
• Understanding of FSC (financial services cloud) and Voice cloud.
• Expertise in configuring and administering Genesys components (e.g., Architect, routing, skills, queues).
• Experience creating and troubleshooting Architect call flows.
• Basic proficiency in scripting/programming for integrations (Node.js, Python, or AWS Lambda).
• Familiarity with REST APIs, Data Actions, and integration points.
• High-level knowledge around Genesys reporting for Contact Center.
• 3 to 5 years of experience across multiple platforms (NICE, Genesys, AWS Connect etc.)

Langauges Required: Business level Japanese (JLPT N2 and above) and Business level English

Company Description:

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses.

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

[Passive smoking measures]

Indoor smoking

Designated smoking area

. Skillset Required: Genesys Cloud CX, AI chatbots, NLP, cloud technologies, enterprise contact center solutions, IVR design, cloud integrations, platform optimization, Genesys, NICE, AWS Connect, API-based architectures, Python, FSC (Financial Services Cloud), Voice Cloud, Genesys Architect, routing, queues, Node.js, AWS Lambda, REST APIs, Data Actions, Genesys reporting, batch jobs, consulting, business support, document technical changes, troubleshooting, performance monitoring, analyzing call flows, Architect call flows, routing profiles, permissions, user provisioning, role-based access control, web services, APIs, Genesys Analytics, scripting/programming, AI chatbots, NLP programming