3 of 3 Contract Genesys Jobs in the Midlands

hybrid model — 2 days in the office and 3 days from home. Day-to-Day Responsibilities Handle incoming calls and emails via Genesys, logging incidents into ITSM. Aim to resolve issues at the first point of contact wherever possible. Perform queue management and take switchboard overflow calls when needed. Collaborate ...

user experience, ensuring every call and email is handled with care and efficiency. Key Responsibilities: Manage incoming calls and emails via Genesys, logging incidents into our ITSM system. Aim for first-contact resolution by capturing accurate data and following established processes. Maintain the team's knowledge base by updating existing ...

lead and deliver end-to-end contact centre transformation and operational improvement initiatives. The ideal candidate will have strong experience managing projects involving Genesys contact centre platforms and Nuance solutions, working closely with business stakeholders, vendors, and technical teams to ensure successful delivery. Key Responsibilities: Manage end-to-end contact … centre projects, from initiation through delivery and handover to operations. Lead projects involving Genesys (Cloud or On-Prem) contact centre solutions, including voice, IVR, routing, reporting, and integrations. Oversee implementation and optimisation of Nuance solutions (IVR, speech recognition, conversational AI, voice biometrics). Develop and manage project plans, schedules, budgets ...