Remote Continuous Improvement Lead - Genesys Cloud

EDCi; Appleton (WI); On-site; USD 80,000 - 110,000; 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 a leading provider of infrastructure and call center technology services in North America. We are seeking a Continuous Improvement Lead Consultant to own strategic client accounts and drive continuous improvement initiatives using Genesys Cloud CX solutions.

You will collaborate with sales account managers and customers to architect world-class solutions that deliver measurable business outcomes, with perks including remote work, paid holidays, BYO PC, and funded training.

Qualifications

• 1+ year experience in Genesys Cloud CX (PureCloud) technology.
• 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 experience and/or mindset.
• Excellent client service attitude and team focus.

Responsibilities

• Responsible for providing white glove support for strategic EDCi clients.
• Perform project coordinator duties associated with utilizing engineering/AI resources.
• Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
• Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
• Demonstrating and answering questions to clients, related to our top contact center platforms.
• Strong desire to stay on top of all things happening in contact centers.
• The ability to quickly understand and solution customer pain points.

Skills

Genesys Cloud CX

Genesys Cloud CX Certification

Telephony architecture

Business operations

Development mindset

Excellent client service

Team oriented

Job description

EDCi is a leading provider of infrastructure and call center technology services in North America. We are seeking a Continuous Improvement Lead Consultant to own strategic client accounts and drive continuous improvement initiatives using Genesys Cloud CX solutions.

You will collaborate with sales account managers and customers to architect world-class solutions that deliver measurable business outcomes, with perks including remote work, paid holidays, BYO PC, and funded training.