Genesys Contact Center Specialist
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
- Configure administer and optimize the Genesys Cloud/Engage platform to ensure efficient contact center operations.
- Design and implement interaction flows (IVR call routing chatbots) aligned with business needs.
- Collaborate with IT and operations teams to integrate Genesys with internal systems (CRM databases reporting tools).
- Monitor platform performance and proactively recommend improvements to enhance customer experience and operational efficiency.
- Manage users queues roles and permissions within the Genesys platform.
- Document configurations processes and system changes.
- Provide Level 2 support for Genesys-related incidents.
- 24 years of experience working with Genesys (Cloud or Engage) in configuration or administration roles.
- Strong knowledge of IVR design call routing and queue configuration.
- Experience integrating Genesys with external systems (APIs CRM databases).
- Ability to analyze contact center metrics and generate reports.
- Basic knowledge of networking and telecommunications (SIP VoIP).
- Technical English (reading documentation).
- Strong analytical thinking and problem-solving skills.
- Effective communication with both technical and business stakeholders.
- Results-oriented with a continuous improvement mindset.
- Ability to work collaboratively and independently.
- Opportunity to work on digital transformation and customer experience initiatives.
- Dynamic and technology-driven environment with growth opportunities.
- Ongoing training in Genesys and related tools.
IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.
Required Experience:
IC
About Company
IQVIA is the Human Data Science Company™. We are inspired by the industry we serve and provide solutions that enable life sciences companies to innovate with confidence, maximize opportunities and ultimately drive human health outcomes forward. Our approach is Human Data Science – a d ... View more
