Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job Title: Senior Genesys Cloud AdministratorDepartment & Team: Product Support OperationsReports to: Director, Product Support OperationsLocation: India About Genesys:Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.About Product Support Operations:Genesys Product Support Operations is about enabling our Product Support organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Product Support Operations team’s primary job is to enable the Product Support organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.Job SummaryThe Senior Genesys Cloud Administrator is responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform utilized within Product Support. The Senior Genesys Cloud Administrator will work with our Product Support and IT teams to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives as well as recommend innovative solutions to solve complex business problems.Major Responsibilities/ActivitiesBuild, configure, test, and implement new functionality/designs for Product Support Genesys Cloud system within an agile development cycle including but not limited to IVRs, Chat bots, AI assistants, Data Actions, user access/permissions, interaction routing, and 3rd Party IntegrationsInvestigate, troubleshoot, and resolve user issues with Genesys Cloud working closely with IT/Development as neededCreate and maintain required diagrams, documentation, and processes to ensure continuous operation of the Product Support Genesys Cloud ecosystemCollaborate with other admins, developers, and business analysts in an agile development environment assessing and evaluating new project requests and defining user storiesPlan and implement effective change and release management policies and practicesStay up to date on latest SaaS/Genesys Cloud platform technologies and features available for us within our Genesys Cloud ecosystemCollaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support as well as to understand new beta features available for Product Support to testSubject matter expert on Genesys CloudLeverage BI Tools and ad-hoc reporting to analyze/report on success metrics of the platform overall as well as new implementations/functionality and present to Operations leadershipMinimum RequirementsB.S. Degree in CIT, CS, or other related fields; or 4 years equivalent experience.Minimum 6 years’ experience with physical and virtual infrastructure components specifically related with SaaS platformsExperience with Genesys Cloud highly recommendedWorking experience building, deploying, improving chat botsHands on experience troubleshooting enterprise SaaS UC/IVR systemsExpertise in utilizing APIsExperience working within an agile/devops environmentExperience with cloud-based technologiesAbility to thrive in fast paced environment with attention to detailExcellent oral and written communication skills.Ability to multi-task, prioritize and be detail oriented.Ability to work independently, take initiative, be proactive and resourceful.Creative and critical thinking skills.Flexible and adaptable.Work ContextCommunicates regularly with colleagues and managementUses computer frequentlyWorks some nights and weekendsIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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