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Genesys Cloud Operations Specialist
2 months ago
We are seeking a highly skilled Genesys Cloud Administrator to join our team at Global Telesales (Pty) Ltd. as a critical bridge between IT administration and business operations.
Key Responsibilities- Maintain and Update Business Rules: Align business rules with our operations to ensure seamless execution.
- Manage Genesys Cloud Configurations: Oversee roles, permissions, quality configurations, and automation within Genesys Cloud.
- Identify and Implement Configuration Changes: Optimize operations by identifying and implementing configuration changes.
- Establish Change Management Framework: Structure and prioritize changes to ensure smooth execution.
- Document and Communicate Changes: Document and communicate changes to stakeholders, including Site Operations Managers, support functions, and Customer Service Consultants.
- Participate in Industry Events: Participate in the Genesys Cloud User Group and industry events to stay updated on best practices.
- Advocate for Business Requirements: Advocate for our business requirements with the Genesys Cloud team.
- Manage Change Requests: Manage change requests and new setups promptly.
- Stay Updated on Best Practices: Stay updated on global customer service best practices.
- Manage Customer Service Improvement Projects: Manage projects related to customer service improvements.
- Collaborate with IT: Collaborate with IT to align business needs with IT architecture and support processes.
- University Degree in IT or Related Field: Hold a university degree in IT or a related field or equivalent relevant experience.
- Genesys Cloud Certification: Possess Genesys Cloud Certification.
- Project Management Certification: Hold a project management certification (preferred).
- Minimum 2 Years Experience in Genesys Cloud Administration: Have a minimum of 2 years of experience in Genesys Cloud administration.
- Technical Expertise in Genesys Cloud: Possess technical expertise in Genesys Cloud and understanding of business operations.
- High Proficiency in English: Have high proficiency in English (verbal & written).
- Strong Analytical and Problem-Solving Skills: Possess strong analytical and problem-solving skills.
- Excellent Communication and Interpersonal Skills: Have excellent communication and interpersonal skills.
- Ability to Build Relationships: Ability to build and maintain relationships with various stakeholders.
- Proactive and Self-Motivated: Be proactive and self-motivated.
- Ability to Manage Multiple Projects: Ability to manage multiple projects simultaneously.
- Adaptability and Willingness to Learn: Possess adaptability and willingness to continuously learn and improve.
- Flexibility, Reliability, and Adaptability: Possess flexibility, reliability, and adaptability to change.
