Responsibilities
- Administer Genesys Cloud CX under supervision, including managing queues, skills, routing rules, and user permissions.
- Help maintain and update IVR flows and telephony settings by applying predefined changes.
- Create and keep updated standard operational dashboards and reports such as service level agreements, wait times, and call volumes using established tools.
- Carry out regular administrative tasks including queue and skill modifications, user access setup, schedule updates, and documentation maintenance.
- Watch over system performance and report anomalies like routing errors, access issues, or data inconsistencies to relevant teams.
- Support testing and deployment of system or process updates by adhering to set protocols and recording results.
- Work with Customer Support, Workforce Management, and BT teams to ensure timely and accurate fulfillment of requests.
- Keep accurate records of system configurations, procedures, and standard operating guidelines.
- Contribute to identifying, designing, and rolling out AI-driven automation for post-sales support processes, from concept to validation.
- Monitor, assess, and report on the status and efficiency of managed systems and workflows.
Work Arrangement
Remote — Galway
