Genesys Cloud Specialist

Lightspeed is looking for a Genesys Cloud Specialist to join our rapidly scaling team. The successful candidate will be responsible for the ongoing support and maintenance of the existing Telephony and Contact Center solutions as well as the transition to the Genesys Cloud platform from newly acquired companies.

The candidate should be able to design and implement Genesys Cloud environment configuration, implementation, and deployment to production.

The candidate will be passionate about contributing to an organization focused on continuously improving the customer and employee experience.

Furthermore, the candidate will provide key coaching and support for fellow junior IT staff, helping them grow into potential Specialists.

Primary Responsibilities :

• Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• 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
• Supporting and maintaining 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 Lightspeeds 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
• And enjoy a range of benefits that will keep you happy, healthy and (not) hungry.
• Lightspeed equity scheme (we are all owners).
• Flexible paid time off and remote work policies.
• Health insurance.
• Contributions to your pension plan - RRSP.
• Health and wellness benefit of $500 per year.
• Paid leave and assistance for new parents.
• Mental health online platform and counseling & coaching services.
• Training opportunities to grow your skills and career
• Volunteer day.
• Fully stacked kitchen (hot and cold beverages, meals served)
• Happy hours to build your relationships with colleagues after work
30+ days ago