Supports and optimizes the Genesys contact center platform, including routing, IVR, omnichannel workflows, integrations, and flow logic. Troubleshoots platform incidents, monitors system performance, implements simple features, and supports voice, SMS, and email channels. Collaborates with Salesforce teams, technical support, telecom carriers, and business stakeholders to translate requirements into technical solutions and maintain reliable customer and agent experiences.

Own and administer the Genesys contact center platform, configuring advanced routing, IVR, omnichannel workflows, campaigns, and integrations with Salesforce and third-party tools. Troubleshoot complex platform, telecom, WebRTC, and carrier issues; monitor performance and system health; manage major incidents under strict SLAs; and translate stakeholder requirements into scalable technical solutions across voice, SMS, and email.