Genesys Administrator
4 weeks ago
**Job no**: 517992
**Brand**: Flight Centre Travel Group
**Work type**: Hybrid
**Location**: Ontario
**Categories**: Information & Technology
**Genesys Administrator**
Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing - travel
To learn more about Flight Centre Travel Group please click HERE
**About The Opportunity**
Flight Centre Travel Group is seeking a highly skilled Genesys Telephony Cloud Engineer to join our team and take responsibility for configuring and managing our telephony platform, with a specific focus on integration it with Salesforce, particularly Salesforce Service Cloud and Service Cloud Voice. As a Genesys Telephony Cloud Engineer, you will play a critical role in ensuring seamless telephony integration, efficient call routing, and optimal customer experience. This role offers an exciting opportunity for an individual with deep expertise in call routing options and a strong understanding of Salesforce Skill-Based Routing best practices.
**Key Responsibilities**
- **_Genesys Telephony Platform Configuration:_**_ configure and manage Genesys Telephony Cloud platform, ensuring smooth integration with Salesforce. Setup telephony options, call flows, queues, IVR, and other telephony-related features based on business requirements_
- **_Salesforce Integration:_**_ collaborate with Salesforce administrators and developers to design, implement, and maintain the integration between Genesys and Salesforce. Ensure seamless data exchange, real-time call information, and accurate call history within Salesforce_
- **_Call Routing Optimization:_**_ utilize your expertise in call routing options and best practices to design and implement efficient call routing strategies within Genesys and Salesforce. Implement Salesforce Skill-Based Routing to match customer inquiries with the most appropriate agents based on skills and expertise_
- **_System Monitoring and Troubleshooting:_**_ monitor the telephony platforms performance, identifying and resolving any issues or discrepancies. Conduct regular system audits and proactively optimize call routing configurations for improved efficiency and customer experience_
- **_Documentation and Reporting:_**_ maintain comprehensive documentation of telephony platform configurations, integrations, and call routing strategies. Generate reports and provide insights on call volumes, call outcomes, and performance metrics to support data-driven decision-making_
- **_Collaboration and Training:_**_ work closely with cross-functional teams, including IT, business stakeholders, and end users through product owners to gather requirements, understand business needs, and provide technical expertise. Conduct train the trainer sessions and provide 2_nd_ level support to our support team on telephony-related features and integration capabilities_
- **_Industry Knowledge and Best Practices:_**_ stay updated with the latest trends, technologies, and best practices in the telephony and contact center industry. Provide recommendations for improvements and innovations based on industry standards and emerging technologies_
**Experience & Qualifications**
- _Bachelor’s degree in related field is desirable_
- _Genesys and Salesforce certifications are considered an asset_
- **_Extensive Experience:_**_ minimum of 5 years of experience as a Genesys Telephony Cloud Engineer, with a strong focus on telephony platform configuration and integration with Salesforce_
- **_Genesys and Salesforce Expertise:_**_ deep understanding of Genesys Telephony Cloud platform, including call flows, queues, IVR, and telephony options. Proficiency in Salesforce Service Cloud and Service Cloud Voice including integration capabilities and call routing customization_
- **_Travel Industry Experience:_**_ familiarity with the travel industry will be considered an asset._
- **_Call Routing and Skill-Based Routing:_**_ demonstrated expertise in designing and implementing call routing strategies, including the use of Salesforce Skill-Based Routing. Familiarity with best practices and optimization techniques to enhance customer experience_
- **_Technical Skills:_**_ strong technical skills in telephony platform configuration, API i
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