Contact Center Senior Specialist

About the role

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. As a Contact Center Senior Specialist, your mission is to elevate our customer service experience by efficiently resolving complex issues and integrating cutting-edge technologies that drive operational excellence.

What you'll do

• Collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Work with Genesys Support and vendors to resolve critical platform issues
• Manage incident response and root cause analysis (RCA) for outages and service disruptions
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions based on business requirements

What you need

• 5–9 yrs of experience
• CRM
• Microsoft Dynamics
• AWS
• GCP
• Salesforce
• JavaScript
• Any graduate

Good to have

• Python
• Azure
• Root cause analysis
• Incident response