Remote Genesys Cloud Config Pro II IVR/Cloud Admin

BCD; Oregon; Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible working hours

Work-from-home/Remote opportunities

Career growth opportunities

Generous vacation days

Wellbeing tools included

Inclusive work environment

Job summary

BCD Travel is seeking a Configuration Professional II to oversee Genesys Cloud configuration management in a remote United States setting. You will deploy configurations, manage IVR platforms, troubleshoot incidents, and ensure documentation accuracy while coordinating with cross-functional teams.

As part of the CSS Contact Center Solutions team, you will audit changes, maintain tooling, and support integrations with CRM, WFM, QM, and reporting systems.

Qualifications

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

IVR/Routing

ACD development

Genesys Cloud admin

JavaScript/NodeJS

Python

Java

Communication

Analytical

Willingness to learn

Education

Bachelor's degree in CS/IT/Engineering

Job description

BCD Travel is seeking a Configuration Professional II to oversee Genesys Cloud configuration management in a remote United States setting. You will deploy configurations, manage IVR platforms, troubleshoot incidents, and ensure documentation accuracy while coordinating with cross-functional teams.

As part of the CSS Contact Center Solutions team, you will audit changes, maintain tooling, and support integrations with CRM, WFM, QM, and reporting systems.