Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment
Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations
Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform
Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems
Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment
Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively
Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization
Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform
Participate in on-call rotations to support critical system functions outside regular business hours as needed
Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients
Promotes standards and procedures
Manage domestic and international telecommunications vendors
Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts
Manage contact center reporting and other related tasks
Configuration, administration,and maintenance of the RightFax platform
Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues
Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting
Other tasks as required.

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.

Benefits

Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
Competitive pay with annual increases

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Genesys Cloud CXIVR systemsACD systemsWorkforce Managementcall routingvoice responseArchitect FlowsAPIsData Actionsoutbound dialer

Soft Skills

customer servicecollaborationtroubleshootingtechnical supportdocumentationproblem-solvingcommunicationtime managementadaptabilityteamwork

Certifications

Genesys Cloud CX certificationGenesys Workforce Management certification