Offer summary

Qualifications:

5+ years in a contact center support environment, Strong recent experience with Genesys cloud CX platform, Skills in configuring IVR call flows and multimedia routing, Experience in Genesys administration, reporting, and analytics..

Key responsabilities:

Manage incident, problem, and change management processes

Support technical issues and escalations related to Genesys

Create and maintain technical documentation for system continuity

Develop and enhance IVR self-service and voice bot solutions.

Job description

Day to Day Incident, Problem, and Change management, track issue investigation and resolution, ensuring proper change control processes are in place
Manage all Genesys license set up, maintenance, management, growth and invoicing accuracy for utilization and maximization
Support for all levels of Genesys technical issues and escalations, internally and in conjunction with the Genesys technical support team
Create and maintain technical documentation to ensure continuity and clarity
Perform continuous health checks of Genesys system and integrations
Develop strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria
Create, Manage and Enhance IVR Self-Service and Voice bot for Call Delivery via ACD
Design, build and support outbound dialing and SMS campaigns
Ability to conduct knowledge transfer & provide guidance to team members and training to leaders to best utilize the Genesys system, generate ideas and identify opportunities for innovation
Partner with Engineering and Product to design continuously improving system and integrations to create customer ease of use and expand operational hours via self service
Work with key stakeholders on Genesys design needed for new business opportunities and implementation of Genesys set up and workflows for new clients

Requirements

5+ years in a contact center support environment, strong recent experience in utilizing Genesys cloud CX platform
Skills in Genesys CX platform management – configuring IVR call flows, Routing, Workforce Management, Script creation, Voice mail set up and configuration, Wrap-up codes, Integrations, Queue Design, Web Service/API integration
Administration and Maintenance of Agent Profiles, Skill and Group design, IVR call flows, self service, scripts and overall system configuration and support
Strong knowledge of Genesys Omnichannel & Digital Services (Email, Chat, SMS) and Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must
Experience on Configuring & Troubleshooting, upgrades of the systems
Experience in Genesys Administration, Reporting, and Analytics.
Experience in Genesys Integration with other systems and applications, such as CRM platforms, contact center tools, and databases

Required profile