Contact Center Supervisor - Genesys Cloud (Purecloud)

No C2C or 3rd Party Candidates

Must work 100% onsite in Eastvale, CA 92880

This is a long term-temp to hire position

***Need someone who can fully build call flows from scratch, without relying on IT. This includes creating inbound IVR/IDR flows in tools like Genesys Architect or AWS, building menus and routing logic, handling skills based routing and overflow, setting fallback scenarios, testing, and pushing everything live.***

Position Overview
The Genesys Cloud CX Contact Center Supervisor is responsible for leading, optimizing, and governing a high-performing customer service team through real-time analytics, AI-driven insights, and seamless platform administration. This role leverages Genesys Cloud CX's unified platform - including Workforce Engagement Management (WEM), Agent Copilot, Journey Analytics, and AI-powered reporting - to drive operational excellence, enhance agent experience, and elevate customer satisfaction.

Qualifications

• Experience: Minimum 2+ years in a contact center supervisory or leadership role, with hands-on experience administering and supervising on Genesys Cloud CX.


• Platform Proficiency: Advanced proficiency in Genesys Cloud Supervisor tools, WEM, Architect, reporting dashboards, and AI-powered features such as Agent Copilot and AI Guides.


• Analytical Acumen: Proven ability to interpret KPIs (AHT, FCR, CSAT, CES), identify root causes, and drive data-informed decisions to improve team performance.


• Communication & Leadership: Exceptional interpersonal skills to coach, motivate, and lead diverse teams; ability to communicate clearly across technical and non-technical stakeholders.


• Certification: Genesys Certified Professional (Google Cloud Platform) in Supervision or prior working experience mapping Genesys Architect is highly desirable. Adjust routing rules and staffing levels during peak volume periods.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.