Job Description

Job Summary

This role is accountable for leading complex contact center operations leveraging Genesys Cloud and Voice/IVR technologies. The individual ensures operational excellence by driving process improvements, problem-solving, and achieving client SLAs, while empowering technical teams through expert guidance and strategic people management. The position plays a critical role in aligning technology solutions with business objectives and fostering innovation for continuous organizational advancement.

Key Responsibilities

1. Lead operational management and optimization of contact center platforms using Genesys Cloud and Voice/IVR technologies, ensuring robust service delivery and adherence to client SLAs.
2. Oversee integration initiatives involving SIP and third-party tools, ensuring seamless interoperability and high system availability.
3. Drive process improvements by analyzing operational workflows within Genesys Cloud, recommending automation and reporting enhancements for improved efficiency.
4. Mentor and guide technical teams in troubleshooting, incident management, and escalation handling within the Genesys Cloud environment.
5. Collaborate with stakeholders to capture evolving client requirements and translate them into actionable solutions using Genesys Cloud and integrated Voice/IVR systems.
6. Champion innovation by evaluating emerging features in Genesys Cloud and recommending adoption strategies to enhance contact center capabilities.
7. Ensure compliance with organizational policies and industry best practices in all Genesys Cloud and Voice/IVR operations.

Skill Requirements

1. Expert proficiency in CONTACT CENTER GENESYS CLOUD operations, configuration, and administration.
2. Excellent knowledge of Voice / IVR solutions and SIP protocol management within enterprise environments.
3. Advanced skills in integrating thirdparty tools with Genesys Cloud for enhanced functionality.
4. Strong understanding of process optimization, operational analytics, and SLAdriven service management.
5. Demonstrated expertise in leading technical teams and managing complex projects in contact center domains.
6. Advanced proficiency in troubleshooting, incident resolution, and root cause analysis for cloudbased communication systems.

Other Requirements

1. Genesys Cloud Certified Professional (Recommended)
2. ITIL Foundation Certification (Optional but valuable)