Contact Center - Support Specialist (US Shift)

• Day to Day Incident, Problem, and Change management, track issue investigation and resolution, ensuring proper change control processes are in place
• Manage all Genesys license set up, maintenance, management, growth and invoicing accuracy for utilization and maximization
• Support for all levels of Genesys technical issues and escalations, internally and in conjunction with the Genesys technical support team
• Create and maintain technical documentation to ensure continuity and clarity
• Perform continuous health checks of Genesys system and integrations
• Develop strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria
• Create, Manage and Enhance IVR Self-Service and Voice bot for Call Delivery via ACD
• Design, build and support outbound dialing and SMS campaigns
• Ability to conduct knowledge transfer & provide guidance to team members and training to leaders to best utilize the Genesys system, generate ideas and identify opportunities for innovation
• Partner with Engineering and Product to design continuously improving system and integrations to create customer ease of use and expand operational hours via self service
• Work with key stakeholders on Genesys design needed for new business opportunities and implementation of Genesys set up and workflows for new clients

Requirements

• 5+ years in a contact center support environment, strong recent experience in utilizing Genesys cloud CX platform
• Skills in Genesys CX platform management – configuring IVR call flows, Routing, Workforce Management, Script creation, Voice mail set up and configuration, Wrap-up codes, Integrations, Queue Design, Web Service/API integration
• Administration and Maintenance of Agent Profiles, Skill and Group design, IVR call flows, self service,  scripts and overall system configuration and support
• Strong knowledge of Genesys Omnichannel & Digital Services (Email, Chat, SMS) and Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must
• Experience on Configuring & Troubleshooting, upgrades of the systems
• Experience in Genesys Administration, Reporting, and Analytics.
• Experience in Genesys Integration with other systems and applications, such as CRM platforms, contact center tools, and databases