• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment. • Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations. • Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform. • Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems. • Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment. • Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively. • Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization. • Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform. • Participate in on-call rotations to support critical system functions outside regular business hours as needed. • Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients. • Promotes standards and procedures. • Manage domestic and international telecommunications vendors. • Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts. • Manage contact center reporting and other related tasks. • Configuration, administration,and maintenance of the RightFax platform. • Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues. • Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting. • Other tasks as required.