System Administrator

• Coordinate with vendors and users for role assignments and user management.
• Validate and process monthly billing and financial operations.
• Review and revise annual renewal and support contracts with vendors.

Genesys Contact Center Configuration & Management:

• Set up and configure Genesys Contact Center solutions, including:
• Routing strategies and IVR digital flow management.
• Configuring channels (email, voice, WhatsApp, chat).
• Managing DID ranges and call routing.
• Creating and maintaining agent scripts and canned responses.
• Configuring customer interaction queues across multiple channels.
• Managing data tables in Genesys Architect.
• Configure and manage integrations, including APIs and third-party applications such as KARIX, ConnectInsight, and ApifyCloud.
• Integrate Genesys with PowerApps, Dynamics 365 Voice of Customer, and OTOLink Automotive for voice, email, WhatsApp, and web chats.
• Support additional Genesys configurations and integrations as they arise.

Maintenance, Monitoring & Troubleshooting:

• Perform routine maintenance, updates, and system monitoring to ensure platform reliability.
• Diagnose and resolve technical issues, escalating to vendors as needed while ensuring SLA compliance.
• Provide technical support to agents, supervisors, and stakeholders for daily operations.

Reporting & Analytics:

• Generate and analyze Contact Center performance reports.
• Utilize built-in reporting tools and Microsoft Power BI to identify trends and recommend improvements.

Integration Management:

• Collaborate with IT teams to integrate Genesys with enterprise systems, including CRM, ERP, Oracle Fusion, Autoline/Keyloop, OTOLink, Yardi, and Odoo.

Training, Documentation & Compliance:

• Train end-users on new features and maintain technical documentation.
• Ensure security standards and compliance requirements are met.
• Stay updated on Genesys advancements and industry trends for continuous improvement.

Microsoft Power Platform Responsibilities:

• Develop PowerApps: Design and customize canvas and model-driven apps to meet business needs.
• Automate Processes: Implement cloud and desktop flows using Power Automate for business process automation.
• Data Analysis & Reporting: Create interactive dashboards and reports using Power BI for data visualization and decision-making.
• Stakeholder Collaboration: Gather requirements and develop solutions that align with business objectives.
• Troubleshooting & Support: Identify and resolve issues in Power Platform solutions, ensuring seamless performance.
• Documentation & Training: Maintain technical documentation and assist end-users with training and troubleshooting.
• Continuous Learning: Stay updated with Power Platform updates and best practices to enhance system functionality.

Requirements

• Experience in configuring and managing Genesys Contact Center solutions.
• Proficiency in Microsoft Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents).
• Strong understanding of system integrations, APIs, and enterprise applications.
• Ability to analyze data and create performance reports.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and collaboration skills to support end-users and stakeholders.
• Knowledge of compliance and security best practices.
• This role is ideal for candidates with a deep understanding of Genesys Contact Center solutions and Microsoft Power Platform tools, ensuring seamless system operation, automation, and business efficiency.

Benefits

• Family Benefits
• Paid Leave
• Medical Insurance
• Travel Tickets

T&Cs Applies as per Group Policy