Bright Horizons Family Solutions
Location
Broomfield, CO | United States
Job description
Responsible for technical administration and implementation of Bright Horizon's contact center as a software (CCaaS) solution, Genesys Cloud CX. Support the day-to-day operations, administration, and maintenance of the CCaaS platform. Manage CCaaS roles, permissions, user profiles and basic configuration changes.
Troubleshoot system issues to include the compiling conversation IDs and console/network logs and coordinate resolution with internal and external technical support when required. Collaborate with internal stakeholders to align the CCaaS platform with business objectives.
Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.
What you will be doing:
Collaborate with contact center leadership, stakeholders and other team members to define and document functional requirements and changes. Provide guidance on best practices, policies, and procedures for optimal platform use.
Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes. Communicate changes to contact center leadership and recommend change implementations that maximize technology improvements.
Create, maintain and update platform roles and permissions, user profiles, WebRTC phones, queues, skills, scripts, data tables, flow schedules, message prompts and basic interaction flows.
Configure and manage QA policies and gamification setup.
Develop and execute dialing campaigns.
Troubleshoot CCaaS issues. Resolve or escalate in a timely manner as appropriate. When escalating to internal or external technical support, compile all details required to assess and identify the problem (e.g., interaction IDs, console logs, network logs, etc.). Test fixes to ensure problems have been adequately resolved.
High school degree or GED required.
3 years in contact center operations is required.
2+ years demonstrated hands-on admin experience with CCaaS technology or a cloud- based telephony system (Genesys Cloud CX preferred).
CCaaS certification (Genesys Cloud CX Certified Professional preferred).
Excellent analytical, communication, organizational and critical thinking skills.
Experience supporting contact center operations and technology (reporting, dialers, IVR, ACD, WFM, QA, gamification, etc.).
Compensation Range:
The annual salary range for this role is: $80,000-$83,000 per year.
The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
Life at Bright Horizons:
Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.
Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus child care discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.
Compensation Range: $80,000-$83,000 per yearThe range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.
Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.
HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?
Contact us at [email protected] or 855-877-6866
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Job tags
Salary
