Genesys Cloud Architect

Robotics Technologies LLC; Raritan (NJ); On-site; USD 80,000 - 120,000; Full time

Job summary

A technology solutions provider is seeking a skilled support professional specializing in Genesys Cloud CX. The role involves providing support for contact center technologies and managing configuration and administration tasks. Ideal candidates will have excellent communication skills, experience with Genesys Cloud migration, and a strong background in customer service operations. This position offers an opportunity to engage in strategic planning and contribute to technology research in a dynamic work environment.

Qualifications

• Excellent communication skills required for effective support.
• Experience with operational activities and incident resolution.
• Knowledge of customer service operations and contact center technologies.

Responsibilities

• Provide support for contact center technologies focusing on Genesys Cloud CX.
• Handle configuration and administration of contact center systems.
• Participate in incident resolution and maintenance activities.
• Support customer service operations, implement multichannel self-service processes, and manage integrations.
• Participate in incident resolution, monitoring, maintenance activities, and operational processes.
• Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.

Skills

Excellent verbal and written communication skills

Strong documentation skills

Good working knowledge of MS Office

Strong customer handling skills

Google Cloud Platform certification

Experience with Genesys Cloud CX migration

Hands-on experience with Genesys Cloud configuration

Experience implementing multichannel self-service

Hands-on experience with Genesys Architect call flows

Experience with Genesys Cloud administration

Experience integrating Genesys APIs

Knowledge of consultation for Genesys Cloud CX operations

Ability to provide Tier 3 support

Flexibility to work across time zones

Education

Google Cloud Platform certification

Tools

MS Office

Genesys Cloud CX

Genesys Architect

Genesys APIs

CRM integrations

Job description

Responsibilities

• Provide support for contact center technologies with a focus on Genesys Cloud CX.
• Handle configuration, enablement, administration, and troubleshooting of contact center systems.
• Support customer service operations, implement multichannel self-service processes, and manage integrations.
• Participate in incident resolution, monitoring, maintenance activities, and operational processes.
• Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.

Requirement / Must Have

• Excellent verbal and written communication skills.
• Strong documentation skills.
• Good working knowledge of MS Office, including project and diagramming tools.
• Strong customer handling skills.
• Google Cloud Platform certification.
• Experience migrating contact centers to Genesys Cloud CX.
• Hands-on experience with Genesys Cloud enablement, configuration, and support.
• Experience in customer service operations and contact center channels.
• Experience implementing multichannel self-service, IVR, and omnichannel routing.
• Hands-on experience with Genesys Architect call flows, IVRs, skills, permissions, roles, routing, and queues.
• Experience with Genesys Cloud administration and related applications and frameworks.
• Experience integrating Genesys APIs with third-party solutions and CRMs.
• Knowledge of engineering and consultation for Genesys Cloud CX operations.
• Ability to provide Tier 3 support during critical incidents.
• Flexibility to work across different time zones.

Experience

• Experience supporting Genesys Cloud CX environments.
• Experience with operational activities, maintenance, incident resolution, and troubleshooting.
• Experience participating in technology research and strategic planning.
• Experience managing vendor coordination and communication during outages.

ROBOTICS TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. ROBOTICS TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will ROBOTICS TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract