Senior Genesys Cloud CX Architect & Integrations

Robotic Technologies Automation; Raritan (NJ); In loco; USD 95.000 - 150.000; Tempo pieno

Descrizione del lavoro

ROBOTIC PROCESS AUTOMATION LLC seeks a skilled contact center tech specialist to support Genesys Cloud CX environments and related systems. You will configure, enable, administer, and troubleshoot contact center solutions, while supporting multichannel self-service, IVR, and integrations for high-availability operations.

Responsibilities include incident response, monitoring, and participating in strategic technology planning.

Competenze

• Excellent verbal and written communication skills.
• Strong documentation skills.
• Good working knowledge of MS Office, including project and diagramming tools.
• Strong customer handling skills.
• Google Cloud Platform certification.
• Experience migrating contact centers to Genesys Cloud CX.
• Hands-on experience with Genesys Cloud enablement, configuration, and support.
• Experience in customer service operations and contact center channels.
• Experience implementing multichannel self-service, IVR, and omnichannel routing.
• Hands-on experience with Genesys Architect call flows, IVRs, skills, permissions, roles, routing, and queues.
• Experience with Genesys Cloud administration and related applications and frameworks.
• Experience integrating Genesys APIs with third-party solutions and CRMs.
• Knowledge of engineering and consultation for Genesys Cloud CX operations.
• Ability to provide Tier 3 support during critical incidents.
• Flexibility to work across different time zones.

Mansioni

• Provide support for contact center technologies with a focus on Genesys Cloud CX.
• Handle configuration, enablement, administration, and troubleshooting of contact center systems.
• Support customer service operations, implement multichannel self-service processes, and manage integrations.
• Participate in incident resolution, monitoring, maintenance activities, and operational processes.
• Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.

Conoscenze

Verbal and written communication

Documentation

MS Office proficiency

Customer handling

GCP certification

Genesys Cloud CX experience

Genesys Cloud enablement/configuration

Genesys APIs integration

Omnichannel routing

Tier 3 support

Time zone flexibility

Strumenti

Genesys Architect

CRM integrations

API integrations

Descrizione del lavoro

ROBOTIC PROCESS AUTOMATION LLC seeks a skilled contact center tech specialist to support Genesys Cloud CX environments and related systems. You will configure, enable, administer, and troubleshoot contact center solutions, while supporting multichannel self-service, IVR, and integrations for high-availability operations.

Responsibilities include incident response, monitoring, and participating in strategic technology planning.