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# Especialista Senior Plataforma CCaaS (Genesys Cloud)

- **Company:** Prosegur
- **Location:** Madrid, Spain
- **Contract:** Permanent contract
- **Skills:** Salesforce.Com, Working Model 2D, Genesys, Generative AI
- **Published:** July 10, 2026
- **Apply:** https://es.indeed.com/viewjob?jk=ecb08474c0e91b29

## About the Role

* Experiencia mínima de 5 años en posiciones similares
 * Certificaciones:
 * Genesys Cloud Certified Architect (GCCA-Architect).
 * Genesys Cloud Certified Developer (GCCD).
 * Certificaciones en IA de Genesys (deseable).
 * Sólidos conocimientos en administración de plataformas CCaaS y arquitectura Genesys.
 * Experiencia en diseño de CX e integraciones con CRM (especialmente Salesforce).
 * Alta capacidad analítica y orientación a datos. Nivel alto de inglés

## Description

Buscamos incorporar un/a Especialista Senior especializado/a en Genesys Cloud (CCaaS) cuya misión será garantizar la estabilidad, evolución y optimización de la plataforma, asegurando una experiencia de cliente excelente y alineada con las necesidades del negocio., * Administrar y configurar Genesys Cloud, gestionando usuarios, perfiles, skills, colas y estrategias de enrutamiento.

 * Diseñar y optimizar flujos de experiencia de cliente (IVR, bots conversacionales en WhatsApp, árboles de decisión) para mejorar el autoservicio y el FCR.
 * Desarrollar e implementar integraciones con sistemas core, especialmente con Salesforce CRM mediante Data Actions.
 * Actuar como punto de escalado técnico (N3) en la resolución de incidencias complejas.
 * Configurar dashboards y reportes en tiempo real e históricos para el seguimiento de KPIs (SLA, AHT, CSAT, abandono).
 * Identificar oportunidades de mejora continua e impulsar la innovación tecnológica (automatización, IA generativa, análisis de voz, WFM).
 * Coordinar cambios y mantenimientos minimizando el impacto en la operación.


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