Continuous Improvement Lead

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

📋 Description

• Deliver top-tier support for key EDCi clients.

• Execute project coordinator responsibilities related to the use of engineering and AI resources.

• Lead the continuous improvement of the Genesys Cloud platform, including support, tuning, and regular feature configurations and deployments.

• Conduct thorough analyses that integrate complex technical and business issues.

• Address urgent, business-critical, high-profile challenges.

• Demonstrate key features and respond to client inquiries regarding leading contact center platforms.

• Keep abreast of advancements in the contact center industry.

• Rapidly comprehend and resolve customer pain points.

• Act as an integral member of EDCi’s Experience Sales team.

• Manage strategic client accounts and offer ongoing improvement consulting support.

• Collaborate with sales account managers and clients to design solutions that facilitate optimal business outcomes.

⛳️ Requirements

• Minimum of 1 year of experience with Genesys Cloud CX (Purecloud) technology.

• Familiarity with telephony architecture and the dependencies of Genesys Cloud CX.

• Proven experience in implementing business operations and/or customer experience projects.

• Knowledge of best practices within a service organization.

• Development experience or a development-oriented mindset.

• Strong client service orientation and a focus on teamwork.

• Genesys Cloud CX certification is advantageous.

• Experience in the healthcare sector is optional.

• Optional experience in natural language bot flow development.

• Leadership experience is a plus.

• Background in business analysis or involvement in transformation initiatives is optional.

• Understanding of budget management and creative approaches to achieving strategic goals.

• Citizenship or employment eligibility is mandatory.

• Candidates must be at least 18 years old.

🏝️ Benefits

• Opportunity to work remotely from home.

• Paid holidays, vacation leave, and sick time.

• Bring Your Own PC policy.

• Cell phone reimbursement provided.

• Casual dress code.

• Funded training and certification opportunities.

• Comprehensive health, dental, and vision insurance.

• 401K matching available.

• Flexible, family-friendly work environment.