Remote: Genesys Cloud CX Monitoring Specialist

Miratech; Toronto; Remote; CAD 60,000 - 80,000; Full time

Job summary

A global IT services and consulting company is seeking a Call Team Monitoring Specialist to monitor and analyze contact center performance using the Genesys Cloud CX platform. This role requires proven experience in performance monitoring and strong communication skills to deliver actionable insights. Join a dynamic team committed to operational excellence and enjoy competitive pay, benefits, and a flexible work culture.

Benefits

Culture of Relentless Performance

Competitive Pay and Benefits

Work From Anywhere Culture

Growth Mindset

Global Impact

Welcoming Multicultural Environment

Social Sustainability Values

Qualifications

• Proven experience in contact center performance monitoring or quality assurance.
• Strong understanding of contact center KPIs.
• Ability to interpret and visualize performance data.
• Experience with Genesys Cloud CX dashboards.
• Analytical mindset with excellent attention to detail.

Responsibilities

• Monitor performance metrics within Genesys Cloud CX.
• Analyze trends in call volume and customer satisfaction.
• Create and distribute performance dashboards for management.
• Identify and elevate service disruptions.
• Support new feature rollouts and monitor adoption.

Skills

Contact center performance monitoring

Genesys Cloud CX analytics

Data analysis and interpretation

Attention to detail

Communication skills

Tools

Excel

Power BI

Job description

A global IT services and consulting company is seeking a Call Team Monitoring Specialist to monitor and analyze contact center performance using the Genesys Cloud CX platform. This role requires proven experience in performance monitoring and strong communication skills to deliver actionable insights. Join a dynamic team committed to operational excellence and enjoy competitive pay, benefits, and a flexible work culture.