Genesys Administrator

We are seeking a highly skilled and experienced Senior Genesys Administrator to join our dynamic IT team. The ideal candidate will be responsible for the administration, configuration, and maintenance of our Genesys contact centre platform. This role requires a deep understanding of Genesys solutions, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams to ensure the optimal performance of our customer service operations.

Key Responsibilities:

• Administration and Maintenance: Oversee the daily operations of the Genesys platform, including system configuration, monitoring, and troubleshooting.
• System Upgrades and Patching: Plan and execute system upgrades, patches, and enhancements to ensure the platform remains up-to-date and secure.
• Performance Optimization: Analyse system performance and implement improvements to enhance efficiency and reliability.
• User Support and Training: Provide technical support and training to end-users and other IT staff on Genesys functionalities and best practices.
• Integration Management: Manage integrations with other systems and applications, ensuring seamless data flow and interoperability.
• Incident Management: Respond to and resolve system incidents and outages, conducting root cause analysis and implementing preventive measures.
• Documentation: Maintain comprehensive documentation of system configurations, processes, and procedures.
• Compliance and Security: Ensure the Genesys platform complies with industry standards and security policies.
• Customer Onboarding: Support the onboarding of new customers, ensuring a smooth and efficient transition onto the Genesys platform.
• Innovation Improvements: Drive innovation by identifying and implementing improvements to the Genesys platform and related processes.

Qualifications:

• Education: Bachelors degree in computer science, Information Technology, or a related field.
• Experience: Minimum of 4 to 7 years of experience in administering Genesys or other contact centre solutions.
• Technical Skills: Proficiency in Genesys Cloud, Cloud solutions; knowledge of SIP, VoIP, and telephony systems; experience with SQL and scripting languages.
• Certifications: Genesys Certified Professional (GCP) or equivalent certification preferred.
• Soft Skills: Strong analytical and problem-solving abilities; excellent communication and interpersonal skills; ability to work independently and as part of a team.

Preferred Qualifications:

• Experience with cloud-based contact centre solutions.
• Familiarity with ITIL processes and best practices.
• Experience in a customer service or call centre environment.