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Genesys Administrator
Location
United States
Posted
3 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
As a Genesys Administrator on the Call Center team, a typical day for you will include:
- 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.
Qualifications
- 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.
Requirements
- Open to fully remote.
- If local, hybrid working model is Monday-Wednesday in office, Thursday/Friday from home.
- Office locations: 500 E John Carpenter Fwy, Irving, TX; 1010 N University Parks Drive, Waco, TX.
Benefits
- Competitive Pay: Commensurate with experience.
- Schedule: Full-time, Monday – Friday, 8 AM – 5 PM local time zone.
- Financial Benefits: Equity and bonus opportunities.
Job 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.
- Open to fully remote.
- If local, hybrid working model is Monday-Wednesday in office, Thursday/Friday from home.
- Office locations: 500 E John Carpenter Fwy, Irving, TX; 1010 N University Parks Drive, Waco, TX.
Benefits
- Competitive Pay: Commensurate with experience.
- Schedule: Full-time, Monday – Friday, 8 AM – 5 PM local time zone.
- Financial Benefits: Equity and bonus opportunities.
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