Contact Center Senior Specialist

We are seeking a highly skilledContact Center Senior Specialistto provideoperational supportfor ourGenesys Cloud CX /Nice Cx One /Webex CCenvironment The ideal candidate will be responsible for ensuring the stability, performance, and continuous improvement of our cloud-based contact center platform This role involves troubleshooting complex issues, optimizing system performance, and working closely with internal teams and vendors to maintain seamless operations

Key Responsibilities

Incident Management & Escalation Management:

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Work with Genesys Support and vendors to resolve critical platform issues
• Manage incident response and root cause analysis (RCA) for outages and service disruptions
• Operational Support onGenesys Cloud CX/Nice Cx One /Webex CC solutions based on business requirements
• Develop and configureIVR flows, call routing strategies, andOmnichannel interactions
• Integrate Genesys Cloud withCRM systems (Salesforce, Dynamics, etc), databases, and third-party applications
• Configure and optimizeACD (Automatic Call Distribution), Workforce Management (WFM), and Workforce Engagement Management (WEM)features

Administration & Support:

• Guide team ondaily monitoring, maintenance, and troubleshootingofGenesys Cloud CX /Nice Cx One /Webex CCenvironments
• Providesupportfor complex issues, working with Genesys Support when necessary
• OptimizeSIP trunking, voice quality, and telephony infrastructure
• Manage user roles, permissions, and security configurations within the Genesys platform

Integration & Automation:

• Develop and maintainAPIs, webhooks, and integrationswith external applications
• ImplementAI-powered chatbots, speech analytics, and automation solutions
• UtilizeAWS, Azure, or Google Cloudfor cloud-based integrations and scalability

Performance Monitoring & Optimization:

• Analyzecall flows, reporting metrics, and KPIsto improve performance
• Fine-tunerouting strategies, self-service capabilities, and AI-driven solutionsfor enhanced customer experience
• Conductload testing, failover planning, and system upgrades

Training & Documentation:

• Developtechnical documentation, SOPs, and best practicesfor the Genesys Cloud/Nice Cx Oneenvironment
• TrainIT staff and end-userson Genesys Cloud features and enhancements
• Stay updated onGenesys roadmap, new releases, and industry trends

Required Skills & Qualifications:

• 5+ years of experiencein Contact Center Engineering, with at least3+ years of hands-on Genesys Cloud CXexperience
• Deep understanding ofACD, IVR, SIP, WebRTC, and omnichannelfeatures
• Experience withAPIs, SDKs, and scripting (JavaScript, Python, JSON, RESTful APIs)
• Strong knowledge ofcloud platforms (AWS, Azure, GCP)and security best practices
• Experience integrating Genesys Cloud withCRM (Salesforce, ServiceNow, Microsoft Dynamics, etc)
• Familiarity withworkforce engagement management (WEM), speech analytics, and AI-driven solutions
• Hands-on experience withArchitect, Composer, and Interaction Routing
• Excellent problem-solving, troubleshooting, and communication skills