Elevate customer experience with Connex as a Genesys CloudCX Consultant. This hybrid role focuses on platform ownership, issue resolution, and optimizing routing strategies for enhanced operational efficiency.
As a vital team member at Connex, you will manage CCaaS and Conversational AI platforms, acting as the primary contact for contact center operations. Your expertise in Genesys Cloud will allow you to resolve issues and implement configuration changes while improving self-service capabilities for business teams.
Key Responsibilities:
• Serve as the main contact for platform-related issues
• Triage and resolve daily platform concerns
• Own routing strategies to optimize agent performance
• Execute medium complexity configuration changes
• Coach teams on queue management and messaging
Requirements:
• 3+ years experience with Genesys Cloud functionalities
• Strong understanding of contact center workflows
• Proven troubleshooting skills with telephony...