Service Technology - Gen Cloud Administrator - Product Manager

ADP • Roseland, NJ

103d

About The Position

In this role, you will be a part of the team that is responsible for the success of the HROs Omni Channel communications program. This program includes Genesys Voice and Chat channels and IVR as well as Co-Browse and aligns with Salesforce as the HCM platform. You will be a part of the team that maintains and supports these networks and implementing new and innovative technologies throughout the HRO ADP’s service reputation and client satisfaction will be in your hands. Every day activities will include serving as the resident expert for Genesys Cloud capabilities; providing day-to-day support, proactive maintenance and troubleshooting for complex IVR system issues and performing root-cause analysis. In addition, you will be evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation. Also included in this will be aligning with other infrastructure teams in planning, design, tasks, and projects and supporting customer acceptance testing activities and troubleshoot/correct any issues related to these changes.

Requirements

• At least 3 years of experience in relevant skills gained and developed in the same or similar role.
• 3 to 5 years of directly related experience.
• Experience with Genesys telephony and administration.
• Experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM).
• Understanding of supporting technologies such as remote and virtual desktop management.
• Knowledge of customer service methodologies and best practices for a service organization focusing on contact centers.

Nice To Haves

• At least two years of administrator/technical support experience with Genesys or similar technology.
• Military experience.

Responsibilities

• Serve as the resident expert for Genesys Cloud capabilities.
• Provide day-to-day support, proactive maintenance, and troubleshooting for complex IVR system issues.
• Perform root-cause analysis.
• Evaluate/validate work requests and document requirements.
• Lay out design artifacts for implementation.
• Align with other infrastructure teams in planning, design, tasks, and projects.
• Support customer acceptance testing activities and troubleshoot/correct any issues related to changes.

Benefits

• Opportunity to deliver at epic scale.
• Environment of curious learners.
• Encouragement to act like an owner and doer.
• Commitment to giving back to the community.
• Company committed to equality and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees