Call Center Genesys Administrator

Responsibilities

• Develop and maintain call flows, menus, and automation using Genesys platforms.
• Configure call routing: Set up routing logic, queues, and integration with live agent support.
• Maintain IVR content: Update scripts, prompts, and messaging to ensure accuracy and compliance.
• Integrate systems: Connect IVR with CRM, databases, and backend systems for data capture and routing.
• Monitor performance: Track IVR metrics (containment, abandonment, transfers) and optimize call flows.
• Troubleshoot issues: Diagnose and resolve IVR, routing, and integration problems.
• Manage changes: Implement updates, testing, and releases with minimal operational disruption.
• Ensure compliance: Maintain adherence to security (FISMA/NIST) and accessibility standards.
• Document and report: Maintain system documentation and provide performance reports.

Requirements

• Bachelor's degree in: Information Technology, Computer Science, or related field
• Equivalent experience may be considered
• Experience: 5+ years of experience in: IVR development and administration, Contact center technologies, 3+ years working with Genesys platforms
• Experience with: Multi-channel contact center environments, Large-scale, high-volume systems
• Technical Skills: Proficiency in: Genesys Architect / Composer / Orchestration tools, Call flow scripting and configuration, Experience with: VoiceXML, SIP, telephony protocols, API integrations and web services, Familiarity with: Speech recognition and text-to-speech technologies, CRM integrations