Tower Lead (Support & Operations)

Job Summary

We are seeking an experienced business systems senior analyst who understands the Genesys Cloud Platform for call center management. The senior analyst in this role will be the front-end support Genesys call center technology and backup for Microsoft Teams calling. They will work closely with other IT (Information Technology) teams and vendors to implement and support the solutions. The successful candidate will have a deep understanding of the latest technologies and trends in Unified Communications and Genesys. 

Key Responsibilities

• Collaborate with business stakeholders to understand call center requirements, pain points, and support needs.
• Translate business needs into detailed technical specifications for Genesys Cloud Platform enhancements
• Coordinate with vendors on open tickets, issues, and escalations.
• Configure and administer Genesys Call Center technology and similar tools
• Troubleshoot and resolve technical issues around UC systems
• Communicating with internal team members and users directly on projects.
• Provide occasional on call responsibilities for critical issues
• Support Genesys Cloud integration with 3rd party software (ex. Salesforce, ServiceNow)
• This role will also provide backup support for Microsoft Teams Voice administration
• Proactively enforces worldwide and local security policies to ensure IT information assets are protected

Skill Requirements

• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Strong analytical and organizational skills
• Ability to work independently and as part of a team

Strong knowledge of Genesys and its features

Other Requirements

• Bachelor's degree and 4+ years of related work experience OR
• Associate degree & 6+ years of related experience OR  
• High School Diploma or Equivalent & 8+ years of related experience
• 1+ year of specific Genesys Cloud Call Center management experience  
• Genesys Cloud Certifications are a plus

Familiarity with call center technologies, including IVR, ACD, and workforce management is a plus