Neighborly®

Genesys Administrator

Neighborly®

full-time

Posted on:

Location Type: Hybrid

Location: Irving • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

Tech Stack

Cloud

About the role

  • Provide first-level support for issues related to the Genesys Cloud platform, including user provisioning, call routing, IVR flows, desktop and voice issues, and basic troubleshooting.
  • Assist with onboarding and offboarding of contact center users, ensuring proper configuration, access rights, and phone provisioning.
  • Perform core administrative tasks including skilling and queuing management, dashboarding and report generation, and standard CCaaS configurations.
  • Work across departments for issues involving integrated platforms.
  • Document support activities, resolutions, and procedures in the help desk ticketing system.
  • Escalate complex issues to Tier 2/3 support or vendor support teams as needed.
  • Embed into projects to drive ongoing operational excellence.
  • Collaborate with IT and contact center operations to ensure seamless user experiences.
  • Maintain platform and call flow documentation, knowledge base articles and user guides to support self-service and training initiatives.
  • Provide training support to operations teams, assisting with driving proficiency at all layers of the business.
  • Monitor system alerts and performance dashboards to proactively identify and address issues.

Requirements

  • 1–3 years of experience in a help desk or IT support role, preferably in a contact center environment; experience working with internal and 3rd parties including BPOs preferred
  • Familiarity with Genesys Cloud or other CCaaS platforms and telecom/contact center infrastructure is highly desirable.
  • Strong problem-solving skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work independently and manage multiple priorities with a focus on accurate, timely resolution.
  • Bachelor's Degree in Computer Science or other related fields
Benefits
  • Equity and bonus opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
Genesys Clouduser provisioningcall routingIVR flowstroubleshootingdashboardingreport generationCCaaS configurationsskilling managementqueuing management
Soft Skills
problem-solvingattention to detailverbal communicationwritten communicationindependent worktime managementmulti-tasking
Certifications
Bachelor's Degree in Computer Science