We are looking for an experienced Genesys Cloud Specialist to support a non-profit organization in Whitby, Ontario through a Long-term Contract engagement. This role is suited to a senior consultant who can oversee day-to-day platform operations, optimize contact centre capabilities, and help maintain a reliable cloud-based telephony environment. The successful candidate will bring strong technical judgement, hands-on configuration expertise, and the ability to work across service teams to improve performance and user experience.
Responsibilities:
- Oversee the ongoing administration of the Genesys Cloud CX environment, ensuring the platform remains stable, secure, and effective for daily operations.
- Manage system configuration across user accounts, access levels, divisions, queues, skills, and routing profiles to align with operational needs.
- Track platform performance and availability, resolve front-line support issues, and escalate more complex incidents to the managed service provider when necessary.
- Build and refine Architect call flows to support efficient customer journeys and dependable contact handling processes.
- Set up and maintain routing models, queue logic, overflow paths, callback options, operating schedules, and holiday coverage.
- Configure announcements, audio prompts, and customer-facing messaging to support clear and consistent communications.
- Support Workforce Management setup by maintaining business units, management units, scheduling structures, and forecasting parameters.
- Contribute to Quality Management administration, including evaluation workflows, recording capabilities, and calibration activities that strengthen service quality.
- Work with stakeholders to recommend practical improvements to telephony, cloud contact centre operations, and related business processes.
- Provide documentation, knowledge sharing, and user guidance to support adoption, training, and effective platform use.
- 10+ years of experience in consulting or senior technology roles, with significant hands-on work in Genesys and contact centre platforms.
- Proven expertise administering Genesys Cloud CX, including configuration of users, permissions, queues, routing, and call flow design.
- Strong background in telephony systems, telecommunications, and cloud technologies within complex service environments.
- Experience working with Workforce Engagement tools such as workforce planning, forecasting, scheduling, quality management, and call recording.
- Familiarity with business applications and platforms such as CRM, ERP, Atlassian Jira, and related enterprise technologies.
- Demonstrated ability to assess issues, implement effective strategies, and coordinate support across internal teams and external service partners.
- Strong planning, training, and communication skills, with the ability to explain technical concepts clearly to varied audiences.
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