Genesys Administrator
Are you looking for a place where you can bring your strong technical aptitude, excellent communication skills, and a passion for delivering high-quality support in a fast-paced environment?
Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.
Bring your experience and be empowered to innovate.
As a Genesys Administrator on the Call Center team, a typical day for you will include:
- Provide first-level support for issues related to the Genesys Cloud platform, including user provisioning, call routing, IVR flows, desktop and voice issues, and basic troubleshooting.
- Assist with onboarding and offboarding of contact center users, ensuring proper configuration, access rights, and phone provisioning.
- Perform core administrative tasks including skilling and queuing management, dashboarding and report generation, and standard CCaaS configurations .
- Work across departments for issues involving integrated platforms.
- Document support activities, resolutions, and procedures in the help desk ticketing system.
- Escalate complex issues to Tier 2/3 support or vendor support teams as needed.
- Embed into projects to drive ongoing operational excellence.
- Collaborate with IT and contact center operations to ensure seamless user experiences.
- Maintain platform and call flow documentation, knowledge base articles and user guides to support self-service and training initiatives.
- Provide training support to operations teams, assisting with driving proficiency at all layers of the business.
- Monitor system alerts and performance dashboards to proactively identify and address issues.
Bring your skills and be inspired to achieve success.
(Required qualifications)
- Experience:
- 1–3 years of experience in a help desk or IT support role, preferably in a contact center environment; experience working with internal and 3rd parties including BPOs preferred
- Familiarity with Genesys Cloud or other CCaaS platforms and telecom/contact center infrastructure is highly desirable.
- Skills:
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple priorities with a focus on accurate, timely resolution.
- Education:
- Bachelor's Degree in Computer Science or other related fields
- Schedule / in-office requirements:
- Open to fully remote.
- If local, hybrid working model is Monday-Wednesday in office, Thursday/Friday from home.
- Our office locations are:
- 500 E John Carpenter Fwy, Irving, TX
- 1010 N University Parks Drive, Waco, TX
Bring your goals and be enabled to reach them.
- Competitive Pay: Commensurate with experience
- Schedule: Full-time, Monday – Friday, 8 AM – 5 PM local time zone
- Benefits: Check out our benefits offerings here: Neighborly Benefits
- Financial Benefits: Equity and bonus opportunities
Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.
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Brand:
NSS Neighborly Service Solutions