Contact Center Support Specialist - Remote

Overview

The Contact Center Support Specialist is responsible for managing incidents, problems, and changes within the Genesys system, ensuring optimal performance and support for technical issues.

In Short

• Day to Day Incident, Problem, and Change management.
• Manage all Genesys license set up and maintenance.
• Support for Genesys technical issues and escalations.
• Create and maintain technical documentation.
• Perform continuous health checks of Genesys system.
• Develop strategies/workflows based on various criteria.
• Create, Manage and Enhance IVR Self-Service and Voice bot.
• Design and support outbound dialing and SMS campaigns.
• Conduct knowledge transfer and provide guidance to team members.
• Collaborate with Engineering and Product teams for system improvements.

Requirements

• Experience with Genesys systems.
• Strong problem-solving skills.
• Ability to create and maintain documentation.
• Experience in managing IVR and Voice bot systems.
• Excellent communication and training skills.
• Ability to work with stakeholders on system design.

Benefits

• Opportunity to work with a leading technology.
• Professional development and training opportunities.
• Collaborative work environment.
• Potential for career advancement.