Genesys Casual

Hello everybody!

          Every day we learn something new. In the time I've been with Genesys, I've learned more than at other times.

         I would like to know from you what would be the best path to follow, which certifications to obtain first, or which subject I should focus on first. 

Hello @Juliano Fernandes Mendes Pimentel De Paiva

Here is my strategy:

1 - GCP and GCD will give a solid base to progress, and all the basics of the platform.

2 - Architect and Script have some similar topics.

3 - GPE and GPR, and Knowledge Bots ( Bots have some architecture topics also)

4 - Outbound 

5 - WEM and WFM

I'm following this strategy because you can build linear learning path in this way.

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Arthur Pereira Reinoldes
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Hi @Juliano Fernandes Mendes Pimentel De Paiva,

In addition to the learning path Arthur mentioned, if you have a subscription, there are also Role-Based Learning Paths, which are really interesting as well.

Hi Juliano,

Honestly, one of the best things in the Genesys ecosystem is that there are several good paths depending on the type of professional you want to become.

If I could suggest a progression that usually creates a very strong foundation, I would focus first on:

• Architect

• Routing/Queues

• Integrations & Data Actions

• APIs/Automation

• Digital + AI

Architect is usually the turning point because once you understand flows, routing logic, participant data, integrations, and orchestration, many other areas start making much more sense.

For certifications, I think a very solid path is:

• GCP

• GCD

• then specialize based on your focus area:

  • AI

  • WEM

  • Workforce

  • Integrations

  • Outbound

  • Digital

One thing that accelerated my learning a lot was moving beyond only "feature configuration" and starting to understand:

• solution architecture

• scalability

• observability

• API/event-driven integrations

• customer operational pain points

because in real projects, that becomes much more valuable than only knowing where a checkbox is inside the admin UI.

And with the current direction of Genesys, I would definitely recommend investing time in:

• AI orchestration

• Agent Copilot

• AVA

• Knowledge

• Data Actions/APIs

• event-driven integrations

These areas are growing very fast and are increasingly becoming part of almost every new implementation.