Track Manager - CONTACT CENTER - GENESYS CLOUD, Voice / IVR-Others

About the role

This role is accountable for leading complex contact center operations leveraging Genesys Cloud and Voice/IVR technologies. The individual ensures operational excellence by driving process improvements, problem-solving, and achieving client SLAs, while empowering technical teams through expert guidance and strategic people management.

What you'll do

• Lead operational management and optimization of contact center platforms using Genesys Cloud and Voice/IVR technologies
• Oversee integration initiatives involving SIP and third-party tools, ensuring seamless interoperability and high system availability
• Drive process improvements by analyzing operational workflows within Genesys Cloud, recommending automation and reporting enhancements for improved efficiency
• Mentor and guide technical teams in troubleshooting, incident management, and escalation handling within the Genesys Cloud environment
• Collaborate with stakeholders to capture evolving client requirements and translate them into actionable solutions using Genesys Cloud and integrated Voice/IVR systems

What you need

• Escalation handling
• Root cause analysis
• Communication
• Any graduate

Good to have

• ITIL