Genesys Cloud Administrator - Call Center

RESPONSIBILITIES:
Kforce has a client in Ogden, UT is seeking a highly skilled and detail-oriented Call Center Systems Administrator to oversee the installation, maintenance, and administration of all call center software and infrastructure. This role is critical to ensuring the stability, performance, and security of systems supporting customer service operations.

Key Responsibilities:
* Install, maintain, and administer the Genesys Framework Suite and agent desktop, including call routing programs, configuration objects, and system updates
* Manage Genesys Workforce Management (WFM), e-Services, and Genesys Voice Platform (GVP) services and applications
* Administer Virtual Hold Technology services and applications
* Ensure hardware/software compliance with internal policies and procedures
* Provide support to Call Center and Network personnel
* Perform preventive maintenance on hardware and equipment
* Respond to system alerts and issues in a timely manner
* Act as project manager for outsourced initiatives, ensuring adherence to budgets and timelines
* Maintain effective relationships with vendors, suppliers, and trade specialists
* Resolve issues promptly and professionally
* Maintain system documentation including runtime, failover, and maintenance procedures
* Keep management informed of progress, challenges, and recommendations
* Prepare reports and participate in meetings and committees as required

REQUIREMENTS:
* 3-5 years administering Genesys Call Center systems
* 3-5 years administering Microsoft Windows Server and/or Linux servers
* Genesys Certified Professional (Google Cloud Platform8) - Inbound Voice or Voice Platform
* Strong Windows OS administration skills
* Basic understanding of TCP/IP networking
* Familiarity with Active Directory, DNS, DHCP, and LDAP
* Experience with application virtualization systems
* Knowledge of SMS, SCCM, or equivalent management tools
* Basic understanding of identity management systems
* Microsoft File and Print services
* Administration of Microsoft IIS and Apache/Tomcat servers
* Strong analytical and problem-solving skills
* Excellent verbal and written communication
* Ability to prioritize and manage multiple projects effectively
* Willingness to assist and share knowledge with team members
* Proficiency with PC and server hardware

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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