Contact Center Platform Lead

Job Summary

A company is looking for a Contact Center Platform Lead to implement, administer, and optimize their Genesys Cloud CX platform.

Key Responsibilities

• Serve as primary administrator for Genesys Cloud CX, including design, configuration, and maintenance of contact strategies
• Optimize contact center performance through routing strategies and collaboration with Operations and Workforce Management
• Manage integrations between Genesys Cloud CX and enterprise platforms, ensuring reliability and scalability

Required Qualifications

• 5+ years of experience with Genesys Cloud CX in a production contact center environment
• Expertise in designing and maintaining complex routing strategies and Architect flows
• Experience with outbound dialing campaigns and omnichannel contact center environments
• Strong knowledge of API integrations and third-party platform integrations
• Ability to partner with various teams to translate business requirements into technical strategies