Brazil
GFT Technologies SE
Capgemini
Genesys Cloud Analyst
Brazil
Barueri, São Paulo, Brazil
AWS
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Our Opportunity
Are you passionate about technology, innovation, and want to be part of an inclusive, collaborative, and constantly evolving environment? Then this opportunity is for you!
At Capgemini, we value work-life balance. That's why we offer flexible and hybrid work models, depending on project needs. Our goal is to provide the best experience for you, respecting your lifestyle and promoting well-being.
We are looking for a Genesys Cloud Analyst to join our team.
Make It Real
At Capgemini, we unleash human energy through technology to build a more inclusive, sustainable, and innovative future. If you share these values, come transform the world with us!
Job Responsibilities
- Administer, configure, and evolve Genesys Cloud environments.
- Implement and optimize service flows, IVRs, call routing, and digital channels.
- Develop and monitor integrations between Genesys Cloud and corporate systems.
- Analyze and implement Artificial Intelligence solutions applied to Contact Centers, such as chatbots, voicebots, sentiment analysis, and process automation.
- Integrate Genesys Cloud with CRM platforms, legacy systems, APIs, and cloud services.
- Perform troubleshooting and incident analysis, identifying root causes and proposing solutions.
- Collaborate with business areas to gather requirements and define solutions.
- Participate in digital transformation projects related to customer experience and service operations.
- Produce technical documentation and share knowledge with internal teams.
Requirements
- Solid and proven experience with Genesys Cloud.
- Hands-on experience in applying AI in Contact Centers.
- Experience integrating Genesys with: CRM (Salesforce or others), cloud platforms (Google, Azure, IBM), APIs, and external services.
- Ability to work independently.
- Excellent communication skills to interact with technical and non-technical stakeholders.
Diversity, Inclusion, and Belonging
At Capgemini, you can be who you are. We value diversity in all its forms and promote an inclusive environment through committees such as:
- Women@Capgemini – Female empowerment and gender equality.
- Capgemini Black – Representation and appreciation of Black culture.
- LGBTQIA+@Capgemini, Capgemini Accessibility, among others.
Our commitment is ongoing: we are recognized by GPTW, Bloomberg Gender Equality Index, EDGE, and Ethisphere as one of the most ethical and inclusive companies in the world. Our vacancies are for everyone, regardless of color, ethnicity, religion, age, gender identity, sexual orientation, or disability.
Development and Benefits
Here, you are the protagonist of your career! We offer:
- Structured career plan and personalized learning paths.
- Corporate University, with access to Harvard, Pluralsight.
- Official certifications with partners like SAP, AWS, Microsoft, Salesforce.
- Languages with EF Education First (English, Spanish, French, and German).
Complete well-being
- Medical and dental assistance.
- TotalPass and Equilibrium (physical and mental health).
- Private pension plan and life insurance.
- Family Care Program: extended maternity and paternity leave, fertility support, personalized health and well-being guidance.
- Meal voucher, benefits club, and much more!
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