Contact Center System Administrator

Required Skills & Experience

-5+ years of experience administering contact center or unified communications technologies -Expertise with Genesys Cloud CX platform (specifically Workflow/ Bot/ AI orchestration) or related technologies such as -NICE -Five9 -Avaya -Understanding of IVR architecture, IVR/call-flow logic, Interfaces/integrations, Transaction processing -Experience managing licensing, AI features, and telephony vendor relationships

Nice to Have Skills & Experience

-Digital banking tickets -Microsoft Teams Voice / provisioning -Pindrop -Financial-services experience

Job Description

The admin will take responsibility for complex configuration and for ensuring the contact center's technical requirements are properly implemented.

Examples of the work include:

• Building and modifying contact/call flows
• Creating workflows within Genesys or similar platforms
• Handling more complex technical configuration
• Building and managing deployments
• Troubleshooting issues escalated beyond the analyst level
• Designing solutions based on requirements gathered by analysts
• Supporting integrations
• Working directly with vendors
• Helping determine how different technologies should integrate into the contact center environment The workload will be a combination of projects and ongoing platform responsibilities, although much of the admin's work is planned/configuration-oriented rather than basic break/fix support.