Genesys Cloud Solutions Expert

2 months ago

Montreal, Quebec, Canada Lightspeed Full time
About the Role

Lightspeed is seeking a highly skilled Genesys Cloud Solutions Expert to join our rapidly scaling team. As a key member of our team, you will be responsible for the ongoing support and maintenance of our existing Telephony and Contact Center solutions, as well as the transition to the Genesys Cloud platform from newly acquired companies.

Key Responsibilities
  • Partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience using agile methodologies.
  • Work with technical teams and business leaders to design, develop, and maintain IVRs, call flows & reports.
  • Assist in the implementation of Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech & Customer Journey Analytics, and Advanced Reporting.
  • Manage phone numbers (DIDs) and maintain carrier relations while being mindful of telecom regulations.
  • Support and maintain high-security environments (PCI, GDPR, etc.).
  • Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution.
  • Provide technical guidance, plan and execute migration from acquired platforms to Lightspeed's Telephony & Contact Center platforms.
  • Support the evaluation and implementation of new enterprise technologies as Lightspeed scales.
  • Provide day-to-day support to Lightspeed employees; address technical questions, troubleshoot issues with vendors, and provide coaching on Lightspeed's IT systems.
  • Create and maintain a Telephony platform knowledge base.
Requirements
  • 5+ years of hands-on experience in information technology, ITIL/ITSM, and/or technical operations, preferably at a high-growth start-up.
  • Strong experience with Cloud enablement of contact center solutions.
  • Experience architecting and designing complex queuing/routing, call flows, and conversational flows for a complete customer journey.
  • Experience in implementing capabilities including but not limited to: softphone, analytics, call recording, workforce management.
Assets
  • Experience with Genesys Cloud or equivalent (Interactive Intelligence).
  • Experience with Amazon Web Services (AWS), Amazon Connect, Outreach, Fuze, Vonage (formerly NewVoiceMedia), Aircall.
  • Experience integrating Genesys Cloud with Salesforce, Zendesk, OneLogin, Workato.
  • Experience with ServiceNow.
  • Understanding of VoIP network troubleshooting tools and protocols such as Wireshark, VOIP, SIP, RTP, SRTP & QoS.
  • Experience with PCI, SOX, SOC1, SOC2 Compliance and GDPR/CCPA.
  • Demonstrated high level of detail orientation and organizational skills.
  • Highly collaborative and team-oriented; comfortable leading cross-functional projects.
  • A customer-centric approach to end-user support; able to explain technical concepts clearly to a variety of technical and non-technical stakeholders across an organisation.
  • Good time management skills and good understanding to prioritise works.
  • Passion for identifying and mitigating potential data and system security threats through creative problem-solving.
  • Systems thinker motivated by solving complex problems and building scalable processes.
  • Excellent English written & verbal communication skills.
What's in it for you
  • Join a growing team and help us move to the next level.
  • Amazing benefits & perks, including equity for all Lightspeeders.
  • Constant development of both your skill-set and business acumen with limitless growth opportunities.
  • Lots of autonomy, flexible work culture.
  • Innovation time to explore and learn at work.
  • Shaping the company by joining cultural & technical committees.
  • Tons of growth opportunities into technical or people management roles.
  • Opportunity to join a fast-paced, high-growth company.
  • Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.

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