Manager of Telecommunications (Genesys Cloud)

Manager of Telecommunications (Genesys Cloud)

Manager of Telecommunications (Genesys Cloud)

We have an immediate need for a Manager of Telecommunications (Genesys Cloud)to join a healthcare organization for a full-time, direct hire position. The Manager will be responsible for overseeing the day-to-day operations, administration, and maintenance of the organization s Genesys Cloud platform.

Location: Long Beach, CA (Local/Remote; will need to be onsite 2 3 days per month)

This job expects to pay about $140,000 150,000 annually plus benefits.

What You Will Do:

• Manage and lead a team of telecommunications professionals responsible for the administration, configuration, and maintenance of the GENESYS Cloud platform, call flows and operational processes.
• Oversee the day-to-day operations of the GENESYS Cloud platform, ensuring smooth and efficient functioning.
• Develop and implement best practices, policies, and procedures for the management and use of the GENESYS Cloud platform and applications from AppFoundry partners.
• Collaborate with internal stakeholders to gather requirements, provide guidance, and ensure alignment of the GENESYS Cloud platform with business objectives.
• Drive continuous improvement initiatives to optimize the performance, scalability, and reliability of the GENESYS Cloud platform.
• Troubleshoot and resolve complex technical issues related to the GENESYS Cloud platform, working closely with technical teams and vendors as needed.
• Provide technical expertise and guidance to the team and act as a subject matter expert for GENESYS Cloud platform.

What Gets You The Job:

• Bachelor s degree in a relevant field (e.g., Telecommunications, Computer Science, Information Technology) or equivalent practical experience.
• 5+ years of hands-on experience working with the GENESYS Cloud platform, including administration, configuration, and troubleshooting.
• Familiarity with cloud-based telephony platforms, VoIP technologies, and related protocols.
• 2+ years hands-on experience in Cloud technologies, preferably on Contact Center as a Service (CCaaS) and Unified Communications (UCaaS).
• Strong solutioning experience on GENESYS Cloud platform, WFM technologies for supporting WFM and QM technologies with deep understanding of Contact Center operations and needs.
• Relevant certifications in the GENESYS Cloud platform, Solutions architecture, or related areas (e.g., GENESYS Cloud Certified Professional, SIP School) are highly desirable.
• ITIL experience preferred with focus in Change Management. ITIL Certification will be plus.

Please send your resume to Hannah Xu, Senior Technical Recruiter for immediate consideration.

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