Remote Configuration Pro II — Contact Center Solutions

BCD; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible hours

Remote opportunities

Career growth

Job summary

BCD Travel is seeking a Configuration Professional II for CSS Contact Center Solutions to oversee Genesys Cloud configuration and production deployments in a remote, United States setting. You will collaborate with IT and business teams to maintain configuration integrity and documentation.

Responsibilities include managing IVR configurations with Genesys Cloud Architect, handling incidents, audits, and changes; ensuring system reliability and proper integration with CRM, WFM, QM, and reporting

Qualifications

• Bachelor's degree in Computer Science, IT, or Engineering (or equivalent experience).
• IVR/Routing, ACD development, and Genesys Cloud administration experience.
• Experience in cloud consulting for contact center solutions.
• Strong verbal/written communication and facilitation skills.
• Analytical and problem-solving abilities.
• Enthusiasm toward technology and willingness to learn.

Responsibilities

• Oversee configuration and management of Genesys Cloud systems.
• Coordinate and manage all configuration management activities and documentation.
• Implement configuration changes and track system performance.
• Develop and manage IVR platform using Genesys Cloud Architect and enhance call flows.
• Troubleshoot, resolve, and manage Genesys Cloud incident tickets.
• Conduct configuration management audits to verify compliance with the plan.
• Interact with teams to ensure proper implementation of the configuration management plan.
• Maintain and manage tools and systems used for configuration management.
• 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.
• Support peripheral contact center applications and integrations (CRM, WFM, QM, dashboards).

Skills

IVR Routing

Communication

Problem Solving

Willingness to Learn

Education

Bachelor's degree in CS/IT/Engineering

Tools

Genesys Cloud

Job description

BCD Travel is seeking a Configuration Professional II for CSS Contact Center Solutions to oversee Genesys Cloud configuration and production deployments in a remote, United States setting. You will collaborate with IT and business teams to maintain configuration integrity and documentation.

Responsibilities include managing IVR configurations with Genesys Cloud Architect, handling incidents, audits, and changes; ensuring system reliability and proper integration with CRM, WFM, QM, and reporting