Key skills
CloudAnalyticsChange Management
About this role
Role Overview
- Design, implement, and maintain Genesys Cloud CX solutions
- Configure and manage IVR systems, ACD, and Workforce Management tools
- Monitor system performance and provide technical support
- Collaborate with cross-functional teams
- Develop and execute test plans for new releases
- Provide end-user support and training
- Keep abreast of new trends in the contact center industry
- Document all system configurations and updates
- Participate in on-call rotations
- Implement and support audio/video conferencing hardware and software
- Manage domestic and international telecommunications vendors
Requirements
- Genesys Cloud CX architecture and implementation
- Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
- Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer
- Strong knowledge of the design and administration of IVRs
- Administration and support for Workforce Management
- Experience with call routing and voice response
- Experience with ticketing systems and change management
- Excellent customer service skills
- Willingness and ability to work hours necessary to meet project deadlines as required
- Must participate in an on-call rotation; some travel may be required, although rare
- College degree or equivalent experience
- 7+ years of Telecom engineering
- 3+ years of hands-on Genesys Cloud CX experience
- Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus
Tech Stack
- Cloud
Benefits
- Full benefits package
- Paid Time Off (PTO)
- Medical
- Dental
- Vision
- 401(k) with match
- Robust EAP
- Wellness program
- And much more