Genesys Customer Insight and Engagement Lead
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Fancy a role where you get to learn and grow, with additional qualifications available at your fingertips?
Want to join a team where you make a real difference?
As a Genesys Customer Insight and Engagement Lead, you will be responsible for implementing changes and maintaining our Genesys platform which is used to provide Omni Channel services for our Customer Services teams to deliver services to Liberata clients and their respective customers.
You will build, administer and maintain IVR’s, queues, skillsets and agents utilising our existing Genesys Cloud CX 3 platform.
You will also support the Voice and Chatbot Genesys Administrator within Voice and Chatbot development.
You will be responsible for understanding what Genesys technology can be leveraged to support Customer Services Transformation, you will then be responsible for the technical delivery of this.
Along with Genesys Administration you will also be the lead for analysing and improving customer journeys, using Six Sigma methodology as well as supporting the Business Support Manager with compliance processes such as ensuring DPIA’s and Pen Test documentation is up to date.
Your New Benefits…
- Monday to Friday working
- No Bank Holiday working
- Working only between 9:00-5:00 Monday to Friday (sometimes may be required to support core hours of 8:30-5:00)
- Hybrid working
- Free eye tests
- Onsite staff parking
- Opportunity to gain qualifications – paid apprenticeship opportunities
- 26 days annual leave (Fulltime) + up to 8 days Bank Holidays
- Organised company events
- Discounted local parking
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts and cash back with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.
- Monthly engagement activities! Such as Liberata Beach Parties, Recognition events and more.
Your new roles and responsibilities:
- Build, administer and maintain IVR’s, queues, skillsets and agents utilising our existing Genesys Cloud CX 3 platform.
- Support the Voice and Chatbot Genesys Administrator with Voice and Chatbot development.
- Build, administer and maintain these within a strict governed change control process with high quality consistency and standards producing a high-quality outcome.
- Develop and maintain test plans for successful and rigorous testing ahead of significant changes such as full IVR builds.
- Ensure all changes are tested and relevant documentation is maintained via version control.
- Be responsible for understanding what Genesys technology can be leveraged to support Customer Services Transformation, you will then be responsible for the technical delivery of this.
- Support Genesys fault resolutions to a conclusion.
- Work with internal and external compliance teams to ensure all Genesys compliance documentation is up to date such as DPIA’s, Pen Test, PCI DSS.
- Work with stakeholders to analyse and improve processes and customer journeys using Six Sigma methodology.
Your Essential skills and experience:
- Previous experience of IT system administration (Genesys Cloud CX 3 preferred).
- Maths and English GCSE Grade C (or equivalent)
- Knowledge and understanding of compliance such as DPIA’s and PCI DSS
- Knowledge and understanding of process optimisation
- Six Sigma certification or aspiration to work towards achieving this (funded by Liberata).
- Ability to adopt to shifting priorities, demands and timelines.
- Ability to gather, interpret and present information in a clear and concise format.
Security vetting and checks:
If you are successful, you will need to:
Comply with the government’s Baseline Security Personnel Standard Verification process, this includes a Disclosure Scotland check undergo an annual credit check
If a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file or if you are unable to meet all these requirements your offer may be revoked.
The Company
Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.
Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.
Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.
The Benefits
Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK.
For the full list of benefits, please click here, but below is a taste of what we offer:
Life
assurance
Equivalent to 4 times annual salary
pension
scheme
Contribute up to 6% and the company will match the contribution
Professional development
Support towards gaining professional qualifications
Reward
scheme
A wide range of benefits, rewards and discounts
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