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Metro location and multinational brand balanced by niche Genesys specialization reducing applicant density.
Highly domain-specific CCaaS/Genesys expertise limits transferability across unrelated industries.
Requires niche Genesys Cloud expertise, ITIL processes, on-call and integration skills, making filters stringent.
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Own technical design and configuration of Genesys Cloud CX solutions ensuring maximum use of out-of-the-box functionality and alignment with ITIL change management.
Maintain and update technical documentation, provide technical guidance, and ensure the integrity, availability, and security compliance of the contact center platform.
Lead incident management activities, support operational excellence initiatives like DevOps adoption, and collaborate with stakeholders to deliver new features and enhancements within scope and timelines.
Hands-on operational experience with Genesys Cloud CX platform configuration and administration.
Strong knowledge of contact center technologies including routing, IVR, SIP, queues, skills, and ACD behavior.
Experience in incident, problem, and change management aligned with ITIL processes.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in designing and integrating scalable contact center applications with CRMs and backend systems, demonstrating strong troubleshooting and escalation handling skills.
Capable of accountability for major incident coordination, documentation quality, and maintaining operational excellence in enterprise contact center environments.
Comfortable leading and mentoring technical teams, forecasting utilization, and communicating complex technical concepts to diverse stakeholders.