Référent Expert Solution Genesys Cloud H/F

Aon
Marseille
Workplace: OnsiteFull timeFunction: DevOps, Cloud & InfrastructureExperience: 2+ yearsSkills: ["Analysis","Problem-solving","Rigor","Autonomy","Teamwork"]

Own the end-to-end performance of a multichannel customer relationship platform built on Genesys Cloud for a client-experience team. Administer and evolve Genesys Cloud, develop integration flows in Genesys Architect (SVI, Data Actions, APIs, routing), and troubleshoot routing scenarios using REST API integrations with the company information system. Write technical-functional specs and user documentation, build supervision/reporting tools, provide level-2 support with the integrator, and drive continuous optimization of service quality.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Aon
Aon
1 month ago

Référent Expert Solution Genesys Cloud H/F

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own the end-to-end performance of a multichannel customer relationship platform built on Genesys Cloud for a client-experience team. Administer and evolve Genesys Cloud, develop integration flows in Genesys Architect (SVI, Data Actions, APIs, routing), and troubleshoot routing scenarios using REST API integrations with the company information system. Write technical-functional specs and user documentation, build supervision/reporting tools, provide level-2 support with the integrator, and drive continuous optimization of service quality.
Location: Marseille
Workplace: Onsite
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure
Seniority: Mid level

Key Responsibilities

  • •Administer, configure, and evolve Genesys Cloud to ensure availability, performance, and service quality.
  • •Design, develop, and maintain Genesys Architect processing flows (SVI, Data Actions, APIs, routing) and interfaces with the information system.
  • •Collaborate with business teams, IT (DSI), and the integrator to pilot platform evolutions.
  • •Collect and analyze business requirements, write technical-functional specifications and user documentation, and troubleshoot multichannel routing scenarios.
  • •Develop supervision/reporting tools, produce performance reporting, and provide level-2 support to continuously improve the solution.

Pay and Benefits

Perks:Health InsuranceProfit SharingRemote WorkPaid Leave

Key Requirements

  • •Bac+2 to Bac+5 in IT or information systems and at least 2 years’ experience with Genesys Cloud (or an equivalent contact-center solution).
  • •Experience administering, developing, and evolving a customer relationship platform.
  • •Strong Genesys Cloud skills, including Communicate/Collaborate and Architect.
  • •Ability to develop processing flows in Architect (SVI, Data Actions, APIs, integrations) and work with REST APIs and integrations with an information system.
  • •Knowledge of contact-center environments and multichannel routing mechanisms, plus ability to write technical-functional specifications and user documentation.
Experience:2+ yearsContact centerInsurance
Education:
Skills:AnalysisProblem-solvingRigorAutonomyTeamwork
Languages:En-us
Tech Stack:Genesys CloudGenesys ArchitectCommunicateCollaborateSVIData ActionsAPIRESTREST API

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor