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Job Description
Structured overview of role & requirementsAbout This Role
Manage and support Genesys Cloud Contact Center solutions to ensure uptime and operational excellence, including incident, change, and problem management.
Lead implementation and transformation of Contact Center solutions to Genesys Cloud platform, handling technical troubleshooting and production support.
Drive documentation, reporting, knowledge management, and conduct internal training sessions on best practices and new technologies.
Minimum Requirements
Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments.
Strong understanding of Genesys Cloud and/or Genesys Engage architecture, including inbound and outbound contact center functions.
Experience with ACD, IVR, routing, queues, skills, agents, groups, interaction management, and call flow troubleshooting.
Willingness to work in rotational shifts for 24x7 operations/project assignments.
Ideal Candidate Profile
Experience in enterprise or financial-services contact center environments with technical operational roles.
Ability to analyze and troubleshoot call routing logic, agent interactions, and integration with platforms like Verint for recording.
Proactive in learning, certifications, and driving knowledge transfer sessions within teams, with comfort in handling escalations and vendor coordination.