Description We are potentially seeking a Genesys Cloud Specialist with experience in Genesys Cloud migration and expertise in IVR (Interactive Voice Response), routing, scripting, and user management. The ideal candidate will have a strong understanding of Genesys Cloud solutions and will play a key role in migrating our systems from Genesys PureConnect to Genesys Cloud. Familiarity with mobile technologies, cell phones, access points, and hands-free devices will be considered an asset.Responsibilities:
Genesys Cloud Migration: Lead the migration efforts from Genesys PureConnect to Genesys Cloud, ensuring smooth transition and minimal disruption to business operations.
IVR Design and Implementation: Develop, modify, and maintain IVR systems to streamline customer interactions, ensuring optimal performance and user experience.
Routing and Scripting: Design and implement call routing strategies, including setting up and optimizing call routing rules and scripting for automation and efficiency.
User Management: Add and remove users, manage permissions, and ensure proper system access for all employees utilizing the Genesys Cloud platform.
Mobile Device Integration: Understand and troubleshoot mobile devices, cell phones, and hands-free devices for compatibility and integration with Genesys Cloud solutions.
System Monitoring & Optimization: Monitor system performance and provide ongoing troubleshooting and support to ensure maximum system uptime and operational efficiency.
Collaboration with Cross-Functional Teams: Work closely with other teams (technical support, network engineers, etc.) to address issues and implement improvements.
Documentation: Maintain thorough documentation of all configurations, workflows, and processes related to Genesys Cloud and IVR systems.
Requirements
Skills and Qualifications:
Experience with Genesys Cloud (migration, configuration, troubleshooting).
Experience with Genesys PureConnect (migration experience is a plus).
Strong understanding of IVR systems and call routing.
Proficient in scripting and user management on Genesys platforms.
Familiarity with mobile technologies, cell phones, access points, and hands-free devices.
Strong problem-solving and troubleshooting skills.
Ability to collaborate effectively in a team environment.
Excellent communication skills and attention to detail.
Preferred Qualifications:
Certification in Genesys Cloud or related technologies.
Experience in telephony system integrations with mobile and hands-free devices.
Familiarity with cloud-based call center solutions and networking fundamentals.
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
