GROUP BNP PARIBAS
The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organization is an international financial services group, with more than 200,000 employees with solid roots in Europe.
The BNP Paribas Group is organized around two main activities: Retail Banking and Corporate & Institutional Banking (CIB).
The IT production has two main entities ITGP and ITO, with a main governance lead by ITGP.
About The Job
MISSION
ITGP Telecom & Workspace is responsible for providing IT services to our clients by ensuring the evolution of the digital market in a secure and efficient environment, with reliable quality. This function encompasses infrastructure and collaborative tools, as well as an interactive voice response solution: Genesys deployed for remote support team.
Responsibilities
Study and follow new customer’s onboarding and respect delivery timeline
Design and implement specific flow in Architect
Implement Genesys Cloud Agent Scripts
Study and create Genesys third party integration (External Chatbot, API, AI service…)
Maintain the Genesys architecture in operational condition, as well as its adhesions (API interconnections).
Understand the development carried out in the Architect module, to better support our clients.
You will manage and resolve incidents and problems that affect the Genesys service, applying root cause analysis and preventive actions.
You will communicate effectively with internal and external stakeholders, providing regular updates, escalations, and feedback on the delivery status and issues.
Assist users of the solution with end-to-end call analysis and metrics search.
Assistance with the implementation of Genesys Dashboard and report (statistical indicators, banners).
Requirements
Studies
Bachelors in computer science or equivalent
Appreciated certifications:
Genesys Cloud CX Specialist Certification
Genesys Cloud CX Architect Certification
Genesys Cloud CX Developer Certification
Genesys Cloud CX AI Certification
EXPERIENCE
5+ years’ experience in a similar environment. Multinational + 10000 users at least.
Languages
High English spoken and written fluent (B2/C)
French spoken and written will be valued.
SKILLS
Technical
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Strong knowledge of IT service delivery methodologies, frameworks, and best practices, such as ITIL, Agile, or DevOps.
- Excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with technical and non-technical audiences.
- Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex and ambiguous situations.
- High attention to detail, quality, and accuracy.
- Ability to work independently and collaboratively, under pressure and with tight deadlines.
Transversal & Behavioral
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Mature, independent, well organized with excellent communication skills (written, spoken, presentations)
- Exposed to multi-cultural environment and able to work as part of a Global team.
- Quick thinker and good decision-maker
- Analytical, detail-oriented, and self-motivated
- Customer minded.
Benefits
Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
Adaptable compensation plan.
Hybrid telecommuting model (50%).
31 vacation days.
Diversity and inclusion commitment
BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.