Genesys University Role-based Curriculum

System Administrator/Consultant Track

This track is designed for anyone involved in the planning, installation, configuration, and maintenance of Genesys products. This may include roles such as system administrator, system integrator, telephony specialist, and consultant.

Certification Preparation for CIV
Customer Interaction Management Platform and Inbound Voice
Genesys Voice Platform 7
Genesys Voice Platform 8
Info Mart
intelligent Workload Distribution (iWD) and eServices
Multimedia - See "intelligent Workload Distribution (iWD) and eServices"
Outbound
SIP Server 7
SIP Server 8
Siebel Integration
Virtual Hold
Workforce Manager

Developer Track

This track is designed for anyone involved in the development of special components of the Genesys Suite ― such as routing strategies, custom reports, and applications that integrate with Genesys. This may include roles such as software engineer, application developer, system integrator, report designer, routing designer, and routing analyst.

Certification Preparation for DIV
Composer 8 for Voice Applications
Development of Routing Strategies
Genesys Customer Interaction Portal (GCIP)
Genesys Studio Application Development
intelligent Workload Distribution (iWD) and eServices
Info Mart
Report Development
SDK Application Development

Supervisor Track

This track is designed for anyone involved in managing and supervising the day-to-day operations of a contact center. This may include roles such as contact center supervisor, contact center manager, and dialing manager.

Inbound Voice
Workforce Manager
Outbound

Manager Track

This track is designed for anyone involved in planning and managing the implementation of Genesys solutions in a contact center. This may include roles such as project manager, contact center manager, CTO, and systems architect.

All Solutions
Customer Interaction Management Platform and Inbound Voice
Outbound, Workforce Manager, and Genesys Voice Platform

Agent Track

This track is designed for contact center agents to learn on the job at their convenience through computer-based training modules.

Workforce Manager

Operator Track

This track is designed for system operators involved in the day-to-day operations and management of the Genesys Solutions.

Customer Interaction Management Platform and Inbound Voice
Interactive Insights
Workforce Manager

To find the track that's right for you, click on any specialty role-based path above to get a complete description of the courses that make up that path, including pricing and a schedule of classes.