Genesys Cloud AMS Lead - Voice, IVR & WFO

Kelly; Vancouver; Presencial; CAD 90 000 - 130 000; Tempo integral

Resumo da oferta

Randstad Canada is seeking an experienced Genesys Application Support Specialist to join the Contact Center Technology & Operations team on-site in Vancouver for a 12-month contract. You will lead AMS operations, manage incidents, and design complex call routing and digital engagement workflows.

As the SME for Genesys Cloud voice, IVR, chat, and digital channels, you will mentor staff, drive continuous improvement, and provide secondary oversight for Verint and NICE platforms to optimize

Qualificações

• 5+ years of hands-on experience in contact center application support, development, and operational maintenance.
• Deep technical expertise in Genesys Cloud infrastructure, voice routing, IVR flow development, chat channels, and digital engagement features.
• Practical working knowledge with Verint and NICE workforce optimization, quality management, or speech analytics tools.
• Strong ITIL experience (Incident, Problem, Change, Release Management) in production environments.
• Experience designing IVR self-service flows and leveraging speech analytics to improve customer experience metrics.
• Strong problem-solving and stakeholder management skills.

Responsabilidades

• Lead day-to-day AMS operations, incident response, problem resolution, change requests, release management, and on-call rotations.
• Serve as primary contact for Genesys voice, IVR, chat, and digital channels; design, build, and optimize workflows and routing.
• Provide secondary technical oversight for Verint and NICE platforms, supporting quality management and analytics.
• Drive platform optimizations including IVR tuning, speech analytics, transcription accuracy, reporting enhancements, and AI-assisted tools.
• Conduct root cause analysis on defects, develop technical platform roadmaps, and evaluate vendor features for adoption.
• Collaborate with business stakeholders to translate needs into scalable designs; mentor junior staff.

Conhecimentos

Genesys Cloud Mastery

AMS Operations Leadership

IVR & Digital Channel Design

ITIL Processes

Stakeholder Communication

Problem Solving

Ferramentas

Genesys Cloud

Verint

NICE

Descrição da oferta de emprego

Randstad Canada is seeking an experienced Genesys Application Support Specialist to join the Contact Center Technology & Operations team on-site in Vancouver for a 12-month contract. You will lead AMS operations, manage incidents, and design complex call routing and digital engagement workflows.

As the SME for Genesys Cloud voice, IVR, chat, and digital channels, you will mentor staff, drive continuous improvement, and provide secondary oversight for Verint and NICE platforms to optimize