What are the responsibilities and job description for the Genesys Cloud Consultant position at Systems Integration, Inc.?
We are seeking a Part-time Genesys Cloud Certified Contractor to support the configuration, maintenance, and optimization of Genesys Cloud Contact Center solutions. This role is ideal for a self-motivated professional with hands-on experience in Genesys Cloud and a strong understanding of contact center technologies. The contractor will work remotely and independently, collaborating with internal teams or clients to deliver high-quality solutions.
Responsibilities and Duties
- Configure and maintain Genesys Cloud components (IVR, routing, bots, voice, chat, email).
- Perform troubleshooting, updates, and patching of Genesys Cloud environments.
- Collaborate with cross-functional teams to ensure seamless integration and performance.
- Provide Tier III support for Packaged Contact Center Enterprise (PCCE) environments.
- Monitor system performance and implement optimizations for high availability.
- Develop and maintain documentation for configurations and procedures.
- Train internal teams or clients on Genesys Cloud usage and best practices.
- Stay current with Genesys Cloud updates, features, and industry trends.
- Negotiate and fulfill contract terms with clients.
- Manage own business operations including invoices and taxes.
- Market services and maintain client relationships.
- Ensure compliance with relevant laws and industry standards.
- Resolve issues related to service delivery independently.
Job Requirements:
- Genesys Cloud Certification (required).
- Minimum 2 years of hands-on experience with Genesys Cloud.
- 4 years of experience in cloud contact center environments.
- Strong understanding of voice/UC technologies and PCCE support.
- Bachelor's degree in IT, Computer Science, or equivalent experience.
- Excellent communication, problem-solving, and documentation skills.
- Ability to work independently and manage multiple projects.
- Strong Customer Service skills
- Strong Troubleshooting Capabilities
- Proven Computer Networking skills
- Microsoft Server 2003/2008/2012
- Microsoft Exchange
- Active Directory
- Hardware and software installation
- Ability to handle and prioritize tasks each day.
- Fully remote.
- Flexible hours based on project needs.
- Reports directly to VP IT
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.