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17 дней назад

Genesys Cloud CX Reporting SME

Формат работы
onsite
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Canada
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Genesys Cloud CX Reporting SME (Contact Center Analytics): Designing and validating dashboards, reporting outputs, and KPI frameworks for a large-scale public sector contact center modernization program with an accent on operational analytics, data exports, and reporting governance. Focus on translating stakeholder requirements into scalable Genesys Cloud CX solutions, advising on reporting architecture, and delivering knowledge transfer.

Location: Toronto, Ontario, Canada

Company

hirify.global is a global IT services and consulting company supporting digital transformation and enterprise technology programs across more than 25 countries.

What you will do

  • Serve as the reporting subject matter expert for a Genesys Cloud CX deployment supporting a public sector contact center modernization program.
  • Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics.
  • Define KPI frameworks covering SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics.
  • Translate operational requirements into accurate and scalable reporting solutions.
  • Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices.
  • Support data exports, integrations, documentation, and knowledge transfer for internal and client-side teams.

Requirements

  • 7+ years of experience with Genesys Cloud CX, focused on reporting and analytics.
  • Hands-on experience with native Genesys Cloud reporting, including dashboards, views, data exports, and performance analytics.
  • Strong understanding of contact center operations, reporting requirements, and KPI measurement.
  • Ability to engage stakeholders, gather requirements, and explain reporting recommendations clearly.
  • Experience in an advisory or SME capacity on enterprise-scale implementations.

Nice to have

  • Genesys Cloud Workforce Engagement Management reporting and workforce analytics experience.
  • Experience working with a subcontractor or systems integrator alongside a prime contractor.
  • Genesys Cloud certifications, including CX Cloud or CX Reporting.
  • Security Clearance Level B.
  • English and French speaking skills.

Culture & Benefits

  • Full-time employment with a comprehensive compensation and benefits package, including health insurance.
  • Relocation program and a company-wide work-from-anywhere culture.
  • Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
  • Collaboration with global clients in a multicultural and inclusive environment.
  • Regular team-building events and sustainability initiatives focused on education, communities, fair practices, the environment, and gender equality.

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