Lendbuzz

Dialer Administrator

Lendbuzz

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

SeniorLead

Tech Stack

CloudGoogle Cloud Platform

About the role

  • Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
  • Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.
  • Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.
  • Own dialer configuration, campaign management, pacing, and compliance settings.
  • Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.
  • Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.
  • Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.
  • Translate contact center data into actionable insights and strategic recommendations.
  • Ensure adherence to regulatory and compliance guidelines related to outbound calling.
  • Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
  • Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.
  • Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.
  • Document contact center processes and changes to maintain operational transparency and continuity.
  • Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives.

Requirements

  • 3-5 years of experience administering the Genesys Cloud CX platform.
  • 7+ years of experience in a call center or collections environment.
  • Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
  • Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
  • Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)
  • Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.
  • Detail-oriented with strong organizational and problem-solving skills.
  • Excellent communication and collaboration skills.
  • Preferred: Experience in the auto lending industry or financial services.
  • Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.
Benefits
  • Diversity is a competitive advantage
  • Compassion is a strength
  • Simplicity is a key feature
  • Honesty and transparency are non-negotiable
  • Financial opportunity belongs to everyone
Applicant Tracking System Keywords

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

Hard Skills & Tools
Genesys CX Clouddialer configurationcampaign managementmulti-channel campaignscontact center forecastingscheduling logicreal-time adherence trackingdata integrityGenesys WFMoutbound dialing
Soft Skills
detail-orientedorganizational skillsproblem-solving skillscommunication skillscollaboration skills
Certifications
Genesys Cloud CX ProfessionalGenesys Cloud CX Specialist