Technical Lead - Genesys

Nucleus Software Exports

Full-time

On-site

Tokyo, Tokyo, Japan

Work as a Senior Technical Lead to guide and support Customer IT team, business users and development team.
Responsible for managing day to day requests on SLA basis.
Do IVR development, custom report/solution development around CallCenter Platform.
Have understanding of Genesys Cloud’ environment. (Genesys Pure Cloud)
Cater for projects work related to Call Center following customer specific change management process, managing scope, timelines, and quality, with full responsibility and authority to complete assigned tasks
Create, Reviews and Maintain relatd technical documents.
Good Team player with problem solving attitude, good communicator.
Develops positive relationships across the business to facilitate open dialogue.
Interact and manage different stakeholders, Business users for requirements understanding and specification preparation.
Effectively communicate to stakeholders in a timely and clear fashion. Liaise with project stakeholders including executives on an ongoing basis.

From Information Technology, Computer Science, Engeering discipline.
Minimum 6 years of strong experience for handing call center setup and solutioning.
Good interpersonal and communication skills with the ability to establish relationships, influence outcomes and deliver effective.
Business level Japanese is required and basic ability to read / speak English is desired.
Must understand business telephony & Contact Center (Cloud & Premises PBX)
Hands on experience for contact center technology.
Experience in in managing Omnichannel environments (Integrations with Chat, Mail, Video, SMS, Social, Web & Mobile) is preferred
Hands on Knowledge of ‘Genesys cloud or any other contact center technology.
Implementation, understanding of Recording & Speech recognition solution.
Knowledge of VoIP, CRM (Salesforce is preferred), CTI/ IVR & SIP based products.
Do IVR development leveraging Programming skills on any language, Crystal Reports, SSIS, SQL-Server, Oracle.
Desire to have certification on any contact center technology platform, Genesys Cloud is preferred.
Understanding of AWS services
Experience in financial domain / card company / shopping portfolio is a plus.

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