PRIMARY/ESSENTIAL SKILLS AND QUALIFICATIONS:

• 1+ year experience in Genesys Cloud CX (Purecloud) technology
• Genesys Could CX certification is a plus
• Knowledge of telephony architecture and Genesys Cloud CX dependencies
• Experience in delivering business operations and/or customer experience initiatives
• Understand best practices for a service organization
• Development experience and/or mindset
• Excellent client service attitude and team focus

SECONDARY/OPTIONAL SKILLS AND QUALIFICATIONS:

• Healthcare industry background
• Natural language bot flow development experience
• Leadership experience
• Business analysis experience or having been part of transformation projects
• Understand how budgets work along with how to creatively achieve strategic initiatives
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• Responsible for providing white glove support for strategic EDCi clients.
• Perform project coordinator duties associated with utilizing engineering/AI resources.
• Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
• Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
• Demonstrating and answering questions to clients, related to our top contact center platforms.
• Strong desire to stay on top of all things happening in contact centers.
• The ability to quickly understand and solution customer pain points.