Genesys Administrator
Prophecy Technologies
Role Overview: The Genesys Administrator will be responsible for the administration and engineering of Genesys platforms, focusing on migrating over 30 physical branch locations to Genesys. This role requires strong hands-on experience within Contact Center as a Service (CCaaS) environments, encompassing collaboration with business stakeholders, system configuration, testing, and post-release support. Key Responsibilities:
- Collaborate with business teams for Genesys migration projects.
- Conduct system demonstrations and facilitate user acceptance testing.
- Perform user administration and hard phone administration & configuration.
- Execute quality testing, release, and deployment activities.
- Provide post-release hyper care support.
- Administer and enable functionalities within Contact Center as a Service (CCaaS) environments.
- Strong Genesys Administration and Engineering expertise.
- Comprehensive understanding of Genesys features and capabilities.
- Extensive experience with Genesys Cloud CX / Genesys Engage.
- Technical knowledge of ACD (Automatic Call Distribution), omnichannel routing, web protocols, and REST APIs.
- Proficiency in IVR and call flow design (Architect).
- Experience with ACD routing and queue management.
- Knowledge of Telephony (SIP, VoIP).
- Experience in integrations (APIs, CRM systems).
- Understanding of contact center operations.
- 6-8 years of experience in Genesys administration or related roles.
Vacancy posted 5 days ago
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