Contact Center Senior Specialist

We are seeking a highly skilled Contact Center Senior Specialist to provide operational support for our Genesys Cloud CX /Nice Cx One /Webex CC environment The ideal candidate will be responsible for ensuring the stability, performance, and continuous improvement of our cloud-based contact center platform This role involves troubleshooting complex issues, optimizing system performance, and working closely with internal teams and vendors to maintain seamless operations

Key Responsibilities

Incident Management & Escalation Management:

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Work with Genesys Support and vendors to resolve critical platform issues
• Manage incident response and root cause analysis (RCA) for outages and service disruptions
• Operational Support on Genesys Cloud CX /Nice Cx One /Webex CC solutions based on business requirements
• Develop and configure IVR flows , call routing strategies, and Omnichannel interactions
• Integrate Genesys Cloud with CRM systems (Salesforce, Dynamics, etc) , databases, and third-party applications
• Configure and optimize ACD (Automatic Call Distribution), Workforce Management (WFM), and Workforce Engagement Management (WEM) features

Administration & Support:

• Guide team on daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX /Nice Cx One /Webex CC environments
• Provide support for complex issues, working with Genesys Support when necessary
• Optimize SIP trunking, voice quality, and telephony infrastructure
• Manage user roles, permissions, and security configurations within the Genesys platform

Integration & Automation:

• Develop and maintain APIs, webhooks, and integrations with external applications
• Implement AI-powered chatbots, speech analytics, and automation solutions
• Utilize AWS, Azure, or Google Cloud for cloud-based integrations and scalability

Performance Monitoring & Optimization:

• Analyze call flows, reporting metrics, and KPIs to improve performance
• Fine-tune routing strategies, self-service capabilities, and AI-driven solutions for enhanced customer experience
• Conduct load testing, failover planning, and system upgrades

Training & Documentation:

• Develop technical documentation, SOPs, and best practices for the Genesys Cloud/ Nice Cx One environment
• Train IT staff and end-users on Genesys Cloud features and enhancements
• Stay updated on Genesys roadmap, new releases, and industry trends

Required Skills & Qualifications:

• 5+ years of experience in Contact Center Engineering, with at least 3+ years of hands-on Genesys Cloud CX experience
• Deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features
• Experience with APIs, SDKs, and scripting (JavaScript, Python, JSON, RESTful APIs)
• Strong knowledge of cloud platforms (AWS, Azure, GCP) and security best practices
• Experience integrating Genesys Cloud with CRM (Salesforce, ServiceNow, Microsoft Dynamics, etc)
• Familiarity with workforce engagement management (WEM), speech analytics, and AI-driven solutions
• Hands-on experience with Architect, Composer, and Interaction Routing
• Excellent problem-solving, troubleshooting, and communication skills

Preferred Qualifications:

• Genesys Cloud CX/ NICE CXone CIP Core certification
• Knowledge on AI/ML-driven chatbots (Google Dialogflow, AWS Lex, IBM Watson, etc)
• Background in networking, SIP trunking, and voice quality optimization
• Understanding of ITIL best practices and incident management