Remote Continuous Improvement Lead for Genesys Cloud CX

EDCi; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote work from home

Paid holidays, vacation and sick time

Bring Your Own PC policy

Cell phone reimbursement

Casual dress

Funded training and certifications

Health, dental and vision insurance

401K match

Job summary

EDCi is seeking a Continuous Improvement Lead Consultant to work remotely with our Experience Sales team. You will own strategic accounts, architect world-class solutions, and enable clients to achieve optimal business outcomes.

Ideal candidates bring Genesys Cloud CX experience, development mindset, and a strong service orientation to drive business improvements for North American clients.

Qualifications

• 1+ year experience in Genesys Cloud CX (PureCloud).
• Genesys Cloud CX certification is a plus.
• Knowledge of telephony architecture and Genesys Cloud CX dependencies.
• Experience delivering business operations and/or customer experience initiatives.
• Understand best practices for a service organization.
• Development mindset or hands-on development experience.
• Excellent client service attitude and team focus.

Responsibilities

• Provide white glove support for strategic EDCi clients.
• Lead client continuous improvement on Genesys Cloud platform, including tuning and deployments.
• Analyze complex technical and business issues for fast-paced problem solving.
• Answer client questions related to top contact center platforms.
• Stay current on contact center trends and pain points, and craft solutions.

Skills

Genesys Cloud CX experience

Genesys Cloud CX certification

Telephony architecture knowledge

Business operations delivery

Service organization best practices

Development mindset

Excellent client service

Leadership experience

Business analysis

Job description

EDCi is seeking a Continuous Improvement Lead Consultant to work remotely with our Experience Sales team. You will own strategic accounts, architect world-class solutions, and enable clients to achieve optimal business outcomes.

Ideal candidates bring Genesys Cloud CX experience, development mindset, and a strong service orientation to drive business improvements for North American clients.