Genesys Contact Center Ops Expert & SME

NYGC Services INC; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

NYGC Services INC in Metro Manila seeks a Subject Matter Expert to oversee Genesys Contact Center operations. You will lead and coordinate a team, make critical decisions, and collaborate with multiple groups to ensure delivery standards are met and issues are resolved quickly.

You will monitor system performance, implement improvements, and help shape operational strategies, drawing on deep expertise in integration and troubleshooting.

Qualifications

• Expert proficiency in Genesys Contact Center Operation.
• Strong understanding of system integration and troubleshooting methodologies.
• Experience with performance monitoring tools and techniques.

Responsibilities

• Expected to be an SME.
• Collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Facilitate knowledge sharing and best practices within the team.
• Monitor system performance and implement improvements as necessary.
• Assist in the development and execution of operational strategies to enhance service delivery.

Skills

Genesys Contact Center Operation

System integration

Performance monitoring

Job description

NYGC Services INC in Metro Manila seeks a Subject Matter Expert to oversee Genesys Contact Center operations. You will lead and coordinate a team, make critical decisions, and collaborate with multiple groups to ensure delivery standards are met and issues are resolved quickly.

You will monitor system performance, implement improvements, and help shape operational strategies, drawing on deep expertise in integration and troubleshooting.