Contact Center Senior Specialist

About the role

Stay updated on the Genesys roadmap and industry trends to effectively plan for system upgrades and feature enhancements. You possess a strong technical foundation in contact center engineering, with over 5 years of experience, including 3 years of hands-on expertise with Genesys Cloud CX. Your problem-solving skills are complemented by your ability to manage critical system integrations, optimize telephony infrastructure, and enhance performance metrics.

What you'll do

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Collaborate with Genesys Support and vendors to address critical platform issues swiftly and effectively
• Manage incident responses and conduct root cause analyses (RCA) for outages and service disruptions, ensuring minimal impact on business operations
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions while aligning with business requirements
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions to enhance customer experience

What you need

• 5–9 yrs of experience
• AWS
• GCP
• Azure
• CRM
• Problem solving
• Root cause analysis
• Any graduate

Good to have

• Salesforce