Service Technology - Gen Cloud Administrator - Product Manager

Service Technology Product Manager

Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves?

Are you intrigued by technology and how it can help solve business problems?

Well, this may be the role for you.

In this role, you will be a part of the team that is responsible for the success of the HROs Omni Channel communications program. This program includes Genesys Voice and Chat channels and IVR as well as Co-Browse and aligns with Salesforce as the HCM platform. You will be a part of the team that maintains and supports these networks and implementing new and innovative technologies throughout the HRO ADP's service reputation and client satisfaction will be in your hands.

Every day activities will include serving as the resident expert for Genesys Cloud capabilities; providing day-to-day support, proactive maintenance and troubleshooting for complex IVR system issues and performing root-cause analysis.

In addition, you will be evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation. Also included in this will be aligning with other infrastructure teams in planning, design, tasks, and projects and supporting customer acceptance testing activities and troubleshoot/correct any issues related to these changes.

To thrive in this role, you will have a background in Genesys telephony and administration and experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM.) Having an understanding of supporting technologies such as remote and virtual desktop management, and those technologies needed to operate customer contact centers as well as a good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics will serve you well. You will find not only a career here but lasting friendships in a company that values inclusion.

Experience: At least 3 years of experience in relevant skills gained and developed in the same or similar role.

• 3 to 5 Years of Directly Related Experience

A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.