Lead Specialist - Customer Care Technology Engineer

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Alight Solutions

WebsiteLinkedInAll Job Openings

Business Consulting and Services • Human Resources Services

10,000+ employees

Founded 2016

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Description

• Part of the Products & Technology Organization • Responsible for the set-up, maintenance and user provisioning of Strada’s omni channel contact center technology platform • Play a proactive role in improving customer journeys and agent experience • Lead the set-up, maintenance and user provisioning of the overall Genesys Cloud platform. • Responsible for configuring all modules within the Genesys Cloud org. • Respond to incidents as a member of a rotating support team • Troubleshoot and resolve technical issues related to the Genesys Cloud solution. • Monitor and maintain the performance of the Genesys Cloud environment • Continuously update knowledge of Genesys Cloud features and best practices • Provides guidance and training to business colleagues on best practice using Genesys Cloud solutions

Requirements

• Proven contact center design, implementation, and support experience for at least 3 years • Experience with contact platforms and technologies including Genesys Cloud • Strong problem-solving skills • Strong communication skills • Collaboration with IT and business Stakeholders • Bachelor's degree in Computer Science, Computer Engineering, or a related field is preferred • Experience with Google Dialogflow as used within Genesys Cloud • Strong understanding of contact center operations, customer service and business process management is an advantage • Knowledge of Genesys Cloud bot flows is an added advantage • Prior experience on set up and maintenance of case management solutions

Benefits

• Options include a variety of health coverage options, • wellbeing and support programs, • retirement, • vacation and sick leave, • maternity, paternity & adoption leave, • continuing education and training as well as a number of voluntary benefit options.