About NationsBenefits:
At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain Job Role: Genesys Cloud EngineerQualifications:• Minimum 2+ Years of experience in Genesys cloud Cx• Knowledge in unified communication• Familiar with Agile and ITIL Process• Excellent communication skills• Problem-solving and decision-making abilities.Description: Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology.
Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support.Responsibilities:• Design and architect IVR solutions.• Develop and customize IVR flows.• Designing and Customizing agent scripts• Working with voice Bot• Outbound Campaign design and management• Integrations/API’s• Monitoring performance and troubleshooting• Handling telephony configuration SIP and VoIP• Monitoring performance and troubleshooting• Reporting and Analytics• Analyzing intent mining• Topic Management• SBC Integration• Following ITIL process to work on requirement.• POC’s with new tools and Vendors• POC’s with IVR requirements and Optimization• Preparing analytical dashboards and wallboards for contact center data as per business needs• Producing custom client reports and operational intelligence reports• Identity and Access management• Critical support (On call interrupt)• Automatic Call Distribution and Routing Strategies
