Administer Genesys Cloud CX platform: users, roles, skills, queues, permissions.
First-line: manage platform issues, tickets, and escalations with Genesys Support.
Collaborate with Product to define flows and perform UAT for readiness.
Own dialer configuration, campaign management, pacing, and compliance.
Execute and optimize multi-channel campaigns (voice, digital, AI).
Optimize contact center performance in blended environments to hit inbound/outbound KPIs.

🎯 Requirements

3-5 years of experience administering the Genesys Cloud CX platform.
7+ years in a call center or collections environment.
Experience configuring and maintaining Genesys WFM and Outbound Dialing.
Strong forecasting, scheduling logic, and real-time adherence.
Working knowledge of TCPA, FDCPA, STIR/SHAKEN, etc.
Proficiency in Google Sheets and MS Excel; translate data into actionable insights.

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