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Metro mid-level role but niche Genesys/Cyara skills moderate applicant competition.
Specialized contact-center Genesys Cloud and Cyara expertise limits cross-industry transferability.
Explicit 6–8 years requirement plus mandatory Genesys Cloud and Cyara experience increases filter strictness.
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Lead and mentor operations and QA team focusing on Genesys Cloud CX system quality and operational excellence.
Oversee operational support functions including incident, problem, change management, ITSM ticket handling, shift coordination, and identity/access controls.
Drive quality analysis and testing including IVR validation, integration/API testing, automation testing (Cyara), and performance reporting.
Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
6-8+ years of experience in Contact Center Operations and QA.
Proficient with Genesys Cloud CX, Agile and Waterfall methodologies, and ITSM tools.
Experience with automation testing tools, specifically Cyara.
Experienced in leading operational teams with a focus on contact center platforms and service management.
Hands-on expertise in both quality assurance processes and operational incident/change management within Genesys Cloud environments.
Ability to manage vendor coordination and conduct technical POCs to optimize operational tools and processes.