Genesys Cloud Dialer & WFM Administrator

Lendbuzz Inc.; United States; Remote; USD 75,000 - 90,000; Full time

Job summary

A financial technology company is looking for a Genesys WFM/Dialer Administrator to manage and optimize the Genesys Cloud CX platform for a blended contact center. Key responsibilities include ensuring efficient call routing, leading workforce management configurations, and maintaining compliance with regulations. The ideal candidate has strong experience in contact center environments, particularly with Genesys systems, and possesses excellent communication and analytical skills. A commitment to diversity and customer care is essential.

Qualifications

• 3-5 years of experience administering the Genesys Cloud CX platform.
• 7+ years of experience in a call center or collections environment.
• Proven experience with Genesys WFM and Outbound Dialing modules.
• Understanding of contact center forecasting and adherence tracking.
• Knowledge of compliance protocols (TCPA, FDCPA, etc.).
• Detail-oriented with strong organizational skills.

Responsibilities

• Administer and maintain Genesys CX Cloud platform.
• Manage tickets and escalations with Genesys Support.
• Partner with the Product Team for UAT and operational readiness.
• Execute and optimize multi-channel campaigns.
• Oversee the importing of contact lists ensuring data integrity.
• Ensure adherence to regulatory compliance guidelines.

Skills

Genesys Cloud CX platform administration

Contact center performance optimization

Data analysis and reporting

Compliance knowledge

Organizational skills

Communication skills

Tools

Google Sheets

MS Excel

Job description

A financial technology company is looking for a Genesys WFM/Dialer Administrator to manage and optimize the Genesys Cloud CX platform for a blended contact center. Key responsibilities include ensuring efficient call routing, leading workforce management configurations, and maintaining compliance with regulations. The ideal candidate has strong experience in contact center environments, particularly with Genesys systems, and possesses excellent communication and analytical skills. A commitment to diversity and customer care is essential.