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Niche Genesys CCaaS skillset reduces applicant density despite metro location and reputable multinational employer.
Specialized CCaaS and telephony skills transfer across contact-center-heavy industries but less to general software roles.
Requires specific Genesys Cloud and contact-center expertise, but no explicit years requirement, so moderate filtering.
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Define and implement optimal configuration of Genesys Cloud applications maximizing out-of-the-box functionality with minimal customization.
Maintain technical design and documentation, validate changes, and manage configurations following IT Change Management processes.
Provide operational support including incident ownership, troubleshooting, and ensuring platform integrity and compliance.
Hands-on experience with Genesys Cloud CX development and administration, including configuration of queues, routing, IVR, and call flows.
Experience with incident, problem, and change management processes aligned to ITIL standards.
Strong understanding of contact center domain including CCaaS architectures and telephony fundamentals such as SIP, VoIP.
Work Experience Required: Not explicitly mentioned in the JD.
Technical expert in Genesys Cloud and contact center solutions with proven troubleshooting and escalation handling skills.
Experience working collaboratively with project managers, developers, QA analysts, and vendor support teams in enterprise contact center environments.
Ability to lead technical training, mentor team members, manage incident communication and deliver solutions within scope, budget, and timelines.