Senior Specialist – Contact Service Operations (Genesys Cloud)

Mexico City On-Site

At Alcon we are driven by the meaningful work we do to help people see brilliantly. With more than 25000 associates worldwide we innovate fearlessly champion progress and act with speed as the global leader in eye care. Here youll be recognized for your commitment and contributions and see your career like never before.

As a Senior Specialist supporting Contact Service Operations you will be trusted to provide hands-on technical support and platform configuration for Genesys Cloud CX ensuring stable secure and efficient customer service operations across global teams based in the US India and LATAM. This role is based in Mexico City.

In this role a typical day will include:

• Providing end-to-end technical support for Genesys Cloud CX including configuration troubleshooting and platform modifications.
• Owning and resolving support tickets using tools such as Jira or ServiceNow ensuring timely communication with end users.
• Translating business and operational issues from non-technical customer service agents into clear technical requirements.
• Collaborating with global development and operations teams to implement fixes and improvements.
• Participating in full-cycle development activities including testing and deployment support.
  

What Youll Bring to Alcon:

• Bachelors degree in Information Systems Computer Science or related field or equivalent experience.
• 5 years of experience in contact center platforms or customer service operations support.
• Recent hands-on experience with Genesys Cloud CX (PureCloud) required.
• Strong experience supporting live customer-facing production environments.
• Fluent English and Spanish required
• Experience working with ticketing systems such as Jira or ServiceNow.
• Strong interpersonal communication and collaboration skills.
• Exposure to IAM solutions such as Okta is a plus.
• Salesforce or telecom industry exposure is a plus.
  

How You Can Thrive at Alcon:

• Opportunity to work in a global multicultural environment with real customer impact.
• High level of collaboration with international teams and business stakeholders.
• Stable purpose-driven organization focused on innovation and inclusion.

See your impact at Current Alcon Employee/Contingent Worker

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ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion gender national origin age sexual orientation gender identity marital or veteran status disability or any other legally protected status.