Remote Configuration Pro II – Genesys Cloud & IVR Expert

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

Benefits offered by this job

Flexible WFH options

Career growth opportunities

Generous vacation days

Wellbeing and diverse compensation

Job summary

BCD Travel is seeking a Configuration Professional II for the CSS Contact Center Solutions team. This remote role focuses on managing Genesys Cloud configurations, deploying changes, developing IVR with Architect, and coordinating with cross-functional teams to ensure performance, reliability, and proper documentation across environments.

The ideal candidate has IVR/ACD development experience, cloud consulting background for contact centers, and strong coding skills in JavaScript/NodeJS, Python,

Qualifications

• Bachelor's degree in Computer Science, IT, or Engineering (or equivalent experience).
• Experience in IVR/Routing, ACD development, and Genesys Cloud administration.
• Cloud consulting experience with a focus on contact center solutions.
• 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

Strong communication

Analytical thinking

Willingness to learn

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

JavaScript/NodeJS

Python

Java

Job description

BCD Travel is seeking a Configuration Professional II for the CSS Contact Center Solutions team. This remote role focuses on managing Genesys Cloud configurations, deploying changes, developing IVR with Architect, and coordinating with cross-functional teams to ensure performance, reliability, and proper documentation across environments.

The ideal candidate has IVR/ACD development experience, cloud consulting background for contact centers, and strong coding skills in JavaScript/NodeJS, Python,