📍 Bogotá, Colombia (Hybrid)
At IQVIA, we are driving digital transformation in customer experience. We are looking for a Genesys Cloud Specialist to join our team and help optimize our contact center operations through scalable and innovative solutions.
Key Responsibilities
- Configure, administer, and optimize the Genesys Cloud/Engage platform to ensure efficient contact center operations.
- Design and implement interaction flows (IVR, call routing, chatbots) aligned with business needs.
- Collaborate with IT and operations teams to integrate Genesys with internal systems (CRM, databases, reporting tools).
- Monitor platform performance and proactively recommend improvements to enhance customer experience and operational efficiency.
- Manage users, queues, roles, and permissions within the Genesys platform.
- Document configurations, processes, and system changes.
- Provide Level 2 support for Genesys-related incidents.
Qualifications
- 2–4 years of experience working with Genesys (Cloud or Engage) in configuration or administration roles.
- Strong knowledge of IVR design, call routing, and queue configuration.
- Experience integrating Genesys with external systems (APIs, CRM, databases).
- Ability to analyze contact center metrics and generate reports.
- Basic knowledge of networking and telecommunications (SIP, VoIP).
- Technical English (reading documentation).
Core Competencies
- Strong analytical thinking and problem-solving skills.
- Effective communication with both technical and business stakeholders.
- Results-oriented with a continuous improvement mindset.
- Ability to work collaboratively and independently.
What We Offer
- Opportunity to work on digital transformation and customer experience initiatives.
- Dynamic and technology-driven environment with growth opportunities.
- Ongoing training in Genesys and related tools.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.