Technical Lead for Global Contact Center Operations
3 days ago
We are seeking an experienced Cloud Contact Center Solutions Engineer to support global telephony & contact center operations across various contact centers.
The successful candidate will act as the Point of Contact (POC) for all contact center solution requests, including questions and issues, while administering, troubleshooting, and managing day-to-day operational issues in coordination with technical teams.
Key Responsibilities:- Act as POC for daily Genesys cloud issues and concerns.
- Support Genesys Operations as Tier-2 and Tier-3, providing expert assistance when needed.
- Troubleshoot operational issues related to Genesys and integrated platforms, working closely with global teams to resolve complex problems.
- Administer telephony, contact center, and other solutions following standard procedures, meeting all service level targets and ensuring seamless customer experiences.
- Track daily tasks, change requests, and project work for optimal productivity and efficient resource allocation.
- Conduct regular system performance checks to identify areas for improvement and implement enhancements as necessary.
- Maintain accurate system and client documentation, facilitating clear communication and informed decision-making.
- Expand knowledge of multiple platforms, staying up-to-date with industry developments and advancements.
- Fulfill project roles as assigned, delivering high-quality results and meeting milestones and deadlines.
- Provide regular status reports for ongoing projects, keeping stakeholders informed and engaged.
- Experience in the contact center industry and a strong understanding of Genesys solutions.
- Proven track record as an administrator on any Genesys solution.
- Strong analytical and problem-solving skills, with the ability to think critically and creatively.
- Excellent case management and independent working skills, with a focus on delivering high-quality results.
- Proficiency in spoken and written English, with excellent communication and interpersonal skills.
- A positive, flexible, and creative mindset, with a willingness to adapt to changing circumstances.
- A team-oriented approach, with a commitment to supporting colleagues and collaborating effectively.
- Respectful communication with juniors and peers, transparent in interactions and maintaining a professional demeanor.
- Adaptability to organizational and project changes, with a focus on flexibility and continuous learning.
- Able to lead teams responsibly, maintain quality, and adhere to SOPs in a secure environment.
- Bachelor's degree in IT, CS, or Telecom, with a strong foundation in relevant technologies and concepts.
- Genesys Cloud Certification and knowledge of cloud contact center solutions are highly desirable.
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Engineering and IT
- Industry: Outsourcing/Offshoring
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