We are looking for an experienced Genesys Specialist with strong expertise in Genesys Cloud CX and contact center platforms.

The role involves managing, supporting, and optimizing enterprise contact center operations, ensuring high availability, performance, and seamless customer experience.

The ideal candidate will also have hands-on experience with Service Desk operations and ITSM tools.

Key Responsibilities :

- Manage and support Genesys Cloud CX / Genesys contact center platforms in a production environment.

- Ensure smooth functioning of contact center operations with high availability and performance.

- Handle configuration, administration, and troubleshooting of Genesys systems.

- Support Service Desk and incident management processes.

- Monitor system performance and proactively resolve issues.

- Work on incident, problem, and change management using ITSM tools.

- Collaborate with infrastructure, network, and application support teams.

- Ensure adherence to SLAs and service quality standards.

- Perform root cause analysis and implement preventive measures.

- Support upgrades, migrations, and enhancements of contact center platforms.

- Document processes, configurations, and operational procedures.

Skills & Competencies :

- Strong experience in Genesys Cloud CX and Genesys contact center platforms, including configuration, administration, and troubleshooting.

- Good understanding of contact center operations, IVR, call routing, and workforce management concepts.

- Hands-on experience with Service Desk operations and ITSM tools such as ServiceNow or similar platforms.

- Strong knowledge of incident, problem, and change management processes.

- Ability to monitor system performance, identify issues, and ensure SLA compliance.

- Experience working with cross-functional teams including infrastructure, network, and application support.

- Strong analytical, troubleshooting, and communication skills with a focus on operational stability and customer experience.