Service Technology - Gen Cloud Administrator - Product Manager

ADP•Norfolk, VA

47d

About The Position

ADP is hiring a Service Technology Product Manager Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves? Are you intrigued by technology and how it can help solve business problems? Well, this may be the role for you. 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 troubling shooting 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. To thrive in this role, you will have a background in Genesys telephony and administration and experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM.) Having an understanding of supporting technologies such as remote and virtual desktop management, and those technologies needed to operate customer contact centers as well as a good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics will serve you well. You will find not only a career here but lasting friendships in a company that values inclusion.

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
background in Genesys telephony and administration and 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, and those technologies needed to operate customer contact centers
good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics

Nice To Haves

At least two years of administrator / technical support experience with Genesys or similar technology.
Understanding of business processes and how they relate to customer experience technology
Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management
Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers
Strong analytical and problem-solving abilities
Strong work ethic and a team player
Enthusiasm toward technology, willingness to learn
Works to achieve goals while overcoming obstacles and/or planning for contingencies
Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management

Responsibilities

serving as the resident expert for Genesys Cloud capabilities
providing day-to-day support, proactive maintenance and troubling shooting for complex IVR system issues
performing root-cause analysis
evaluating/validating work requests
documenting requirements and laying out design artifacts for implementation
aligning with other infrastructure teams in planning, design, tasks, and projects
supporting customer acceptance testing activities and troubleshoot/correct any issues related to these changes