| Genesys Engineer Contact Center || TCS - Dallas, TX | San Antonio, TX at Dallas, Texas, USA |
| Email: [email protected] |
| Job Title: Genesys Engineer Contact CenterLocation: TCS - Dallas, TX | San Antonio, TX Experience: 8-10 yearsRole Overview: Seeking an experienced Genesys Engineer to manage, optimize, and provide technical support for the Genesys contact center platform. The role involves day-to-day operations, troubleshooting, collaboration with IT teams for upgrades, and designing workflows/IVR solutions to enhance customer experience.Key Responsibilities: Oversee the daily operations of the Genesys contact center system. Monitor call metrics to ensure optimal performance and meet service levels. Provide technical support and resolve issues related to Genesys applications. Collaborate with IT and other departments to implement system upgrades and enhancements. Train and support contact center staff on Genesys functionalities and best practices. Develop and maintain documentation of system configurations and processes. Assist in designing and implementing workflows and IVR solutions to improve customer experience. Prepare performance reports and present findings to management.Essential Skills: Expertise in Genesys contact center platform (Genesys Engage). Experience with IT IS_CNS_Contact Center_Cisco. Strong troubleshooting and technical problem-solving skills. Ability to optimize system performance and create custom solutions. Experience in developing documentation and providing staff training.Desirable Skills: Experience with IVR design and implementation. Familiarity with call center operations and reporting best practices. -- Keywords: information technology Texas Genesys Engineer Contact Center || TCS - Dallas, TX | San Antonio, TX [email protected] |
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| Mon Oct 14 18:39:00 UTC 2024 |