Configuration Professional II, Contact Center Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Configure, implement, and deploy modifications to the Genesys Cloud platform in a production environment.

• Design and oversee IVR platforms utilizing Genesys Cloud Architect while enhancing call flows.

• Troubleshoot, resolve, and manage incident tickets related to the Genesys Cloud.

• Identify, document, and outline both functional and physical attributes of configuration items.

• Manage alterations to configuration items along with their associated documentation.

• Conduct configuration management audits to ensure adherence to the configuration management plan.

• Collaborate with teams to guarantee the effective execution of the configuration management plan.

• Maintain the tools and systems utilized for configuration management.

• Monitor issues and changes in product documentation while reporting on current configurations.

• Contribute to design and development teams to enhance system reliability and maintainability.

• Operate within test, development, and production environments.

• Partner with business counterparts to identify optimal solutions and communicate effectively with colleagues.

• Provide support for peripheral contact center applications and integrations, including CRM, WFM, QM, display boards, and reporting tools.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, IT, or Engineering, or equivalent experience.

• Previous experience in IVR/Routing, ACD development, and administration of Genesys Cloud.

• Several years of cloud consulting experience, particularly in contact center solutions.

• Proficiency in scripting languages such as JavaScript/NodeJS, Python, and Java.

• Excellent verbal and written communication skills along with facilitation capabilities.

• Strong analytical and problem-solving skills.

• A passion for technology and a readiness to learn new skills.

🏝️ Benefits

• Flexible work hours with opportunities for remote work.

• Opportunities for professional growth and skill enhancement.

• Generous vacation policy.

• Comprehensive compensation package that includes resources for mental, physical, and financial wellbeing.

• Travel industry benefits and discounts.

• An inclusive workplace that celebrates diversity.

• Reasonable accommodations made for employees as needed.