BA+ Genesys Cloud

Job Summary:<br /> We are seeking a Genesys Cloud Contact Center Administrator to manage, configure, and support the Genesys Cloud CX platform. The role involves administering users, queues, routing strategies, IVR call flows, reporting, and integrations to ensure efficient contact center operations and an excellent customer experience.<br /> Key Responsibilities: <ul> <li>Administer Genesys Cloud users, roles, permissions, and licenses.</li> <li>Configure and maintain queues, skills, routing profiles, and IVR flows using Genesys Architect.</li> <li>Monitor platform performance and troubleshoot telephony, routing, and agent issues.</li> <li>Create reports and dashboards to support operational and business needs.</li> <li>Support integrations with CRM and third-party applications.</li> <li>Maintain system documentation and participate in change management activities.</li> </ul>