Description

You will architect, configure, and support Genesys Cloud CX contact center environments, handling administration, troubleshooting, and strategic integration.

This role is on-site.

Responsibilities

• Configure and enable Genesys Cloud CX, managing call flows, IVRs, skills, permissions, roles, routing, and queues.
• Implement multichannel self-service processes, including IVR and omnichannel routing solutions.
• Integrate Genesys APIs with third-party solutions and CRMs to support customer service operations.
• Provide Tier 3 support during critical incidents, including monitoring, maintenance, and incident resolution.
• Contribute to technology research, strategic planning, and vendor coordination during outages.

Required Skills

• 5+ years of hands-on experience with Genesys Cloud CX administration, configuration, and support.
• Proven experience migrating contact centers to Genesys Cloud CX.
• Strong knowledge of Genesys Architect components, including call flows, IVRs, skills, permissions, and routing.
• Experience implementing multichannel self-service, IVR, and omnichannel routing.
• Proficiency in integrating Genesys APIs with third-party solutions and CRMs.
• Google Cloud Platform certification.
• Strong documentation and verbal/written communication skills.
• Working knowledge of MS Office, including project and diagramming tools.
• Ability to work across different time zones and provide flexibility during critical incidents.

Preferred Skills

• Experience in customer service operations and contact center channels.
• Background in engineering and consultation for Genesys Cloud CX operations.

Key Skills

Education

Any Graduate