Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience
Responsible for the administration and control of the underlying IT systems of the contact management (ServiceNow) and thereby ensuring a high-quality and efficient processing of requests by the operational departments as well as a systematic exchange between the downstream support functions
Coordination and maintenance of knowledge base, work instruction, standard operating procedure and information systems such as frequently asked questions (FAQs) and self-services as well as an alignment of the contents with the respective operational department
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Build event-driven integrations using webhooks, triggers, and workflow automation capabilities across customer service ecosystems
Development and configuration of modern AI features including Genesys Dialog Engine Bots (Digital and Voice), Agentic Virtual Agents, Conversational AI bots, and digital engagement integrations
Develop serverless extensions using Genesys Cloud Functions (Node.js) where required
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Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience
Responsible for the administration and control of the underlying IT systems of the contact management (ServiceNow) and thereby ensuring a high-quality and efficient processing of requests by the operational departments as well as a systematic exchange between the downstream support functions
Coordination and maintenance of knowledge base, work instruction, standard operating procedure and information systems such as frequently asked questions (FAQs) and self-services as well as an alignment of the contents with the respective operational department
...