Configuration Professional II, Contact Center Solutions

BCD; Oregon; Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible working hours

Work-from-home/Remote opportunities

Career growth opportunities

Generous vacation days

Wellbeing tools included

Inclusive work environment

Job summary

BCD Travel is seeking a Configuration Professional II to oversee Genesys Cloud configuration management in a remote United States setting. You will deploy configurations, manage IVR platforms, troubleshoot incidents, and ensure documentation accuracy while coordinating with cross-functional teams.

As part of the CSS Contact Center Solutions team, you will audit changes, maintain tooling, and support integrations with CRM, WFM, QM, and reporting systems.

Qualifications

• Bachelor's degree in Computer Science, IT, or Engineering (or equivalent experience).
• Prior experience in IVR/Routing, ACD development, and Genesys Cloud administration.
• A few years of experience in cloud consulting, with a focus on contact center solutions.
• Experience with scripting languages such as JavaScript/NodeJS, Python, Java.
• Strong verbal/written communication and facilitation skills.
• Analytical and problem-solving abilities.
• Enthusiasm toward technology and willingness to learn.

Responsibilities

• Implement Genesys Cloud platform configurations, changes, and deployments to production.
• Develop and manage IVR platform using Genesys Cloud Architect and enhance call flows.
• Troubleshoot, resolve, and manage Genesys Cloud incident tickets.
• Identify and document the functional and physical characteristics of configuration items.
• Control changes to configuration items and their documentation.
• Conduct configuration management audits to verify compliance with the configuration management plan.
• Interact with various teams to ensure proper implementation of the configuration management plan.
• Maintain and manage tools and systems used for configuration management.
• Track all problems and changes in product documents and report changes and current configuration.
• Provide input to design and development teams for improvement of system reliability and maintainability.
• Work in both test and development production environments.
• Collaborate with business counterparts to find optimal solutions and communicate clearly with peers.
• Support peripheral contact center applications and integrations, including CRM, Workforce Management (WFM), Quality Management (QM), display boards, and reporting tools.

Skills

IVR/Routing

ACD development

Genesys Cloud admin

JavaScript/NodeJS

Python

Java

Communication

Analytical

Willingness to learn

Education

Bachelor's degree in CS/IT/Engineering

Job description

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team.

Configuration Professional II, CSS Contact Center Solutions (Remote) Full time, United States

The Configuration Professional II is responsible for overseeing the configuration and management of Genesys Cloud systems within the organization. This role involves coordinating and managing all configuration management activities, ensuring the integrity of the system's performance, and maintaining up-to-date documentation. This role will work closely with various teams to implement configuration changes, track system performance, and ensure compliance with configuration management plans.

• Implement Genesys Cloud platform configurations, changes, and deployments to production
• Develop and manage IVR platform using Genesys Cloud Architect and enhance call flows
• Troubleshoot, resolve, and manage Genesys Cloud incident tickets
• Identify and document the functional and physical characteristics of configuration items
• Control changes to configuration items and their documentation
• Conduct configuration management audits to verify compliance with the configuration management plan
• Interact with various teams to ensure proper implementation of the configuration management plan
• Maintain and manage tools and systems used for configuration management
• Track all problems and changes in product documents and report changes and current configuration
• Provide input to design and development teams for improvement of system reliability and maintainability
• Work in both test and development production environments
• Collaborate with business counterparts to find optimal solutions and communicate clearly with peers
• Support peripheral contact center applications and integrations, including CRM, Workforce Management (WFM), Quality Management (QM), display boards, and reporting tools

About you

• Bachelor's degree in Computer Science, IT, or Engineering (or equivalent experience)
• Prior experience in IVR/Routing, ACD development, and Genesys Cloud administration
• You have a few years of experience in cloud consulting, with a focus on contact center solutions
• Experience with scripting languages such as JavaScript/NodeJS, Python, Java
• Strong verbal/written communication and facilitation skills
• Analytical and problem-solving abilities
• Enthusiasm toward technology and willingness to learn

What we offer you

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD's leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit

Get to know us by reading our blog and checking out our social media:

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

The salary range for candidates in applicable jurisdictions in the US for the position of Configuration Professional II, CSS Contact Center Solutions is between $75,000 and $95,000. The actual pay depends on your skills, qualifications, experience and geographical location.

We're dedicated to building a diverse, inclusive and authentic workplace.

If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively.

For accommodation requests or further information, contact our Talent Acquisition department at .