Bioclinica
Location
Bangalore | India
Job description
The Telephone System Administrator (GENESYS) oversees day-to-day operations and maintenance of the GENESYS Cloud platform, focusing on telephony systems for Customer Care. Ensuring efficient GENESYS Cloud functioning, user management, queue management, and customer experience which will include:
Utilize hands-on experience to optimize call handling, queue management and user management. 2. Oversee day-to-day GENESYS Cloud operations, ensuring efficiency
Develop best practices for GENESYS Cloud use, collaborating with internal stakeholders
Drive continuous improvement initiatives for GENESYS Cloud performance
Troubleshoot and resolve basic GENESYS Cloud technical issues.
Stay updated on GENESYS Cloud developments
Monitor and analyse platform metrics, generating reports for senior management.
Maintain professional relationships with Customer Care Process Analysts and IT
Add people to Genesys (required)
Assign roles, divisions, licenses, and add-ons
Modify the profile
Set up groups
Add locations
What were looking for
Bachelors degree in relevant field or equivalent practical experience
3+ years hands-on experience with GENESYS Cloud platform
Relevant certifications in GENESYS Cloud platform or related areas
Experience working with global teams
Hands-on experience in configuring call flows and routing
Experience in maintaining Genesys user management best practices
Familiarity with cloud-based telephony platforms
Knowledge of contact centre statistics and dashboard configuration
Experience in developing telecom best practices
Relevant certifications in GENESYS Cloud platform or related areas
Strong solutioning experience on GENESYS Cloud platform
Excellent communication skills in English
Job tags
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