Cloud System Administrator at Edgesource specializing in cloud systems, providing technical solutions and support for critical challenges. Collaborating with teams to ensure system security and compliance and maintain operational integrity.
About the role
- Genesys Administrator providing technical support for the Genesys Cloud platform. Collaborating with IT and training operations teams to enhance user experience in a remote job.
Responsibilities
- Provide first-level support for issues related to the Genesys Cloud platform, including user provisioning, call routing, IVR flows, desktop and voice issues, and basic troubleshooting.
- Assist with onboarding and offboarding of contact center users, ensuring proper configuration, access rights, and phone provisioning.
- Perform core administrative tasks including skilling and queuing management, dashboarding and report generation, and standard CCaaS configurations.
- Work across departments for issues involving integrated platforms.
- Document support activities, resolutions, and procedures in the help desk ticketing system.
- Escalate complex issues to Tier 2/3 support or vendor support teams as needed.
- Embed into projects to drive ongoing operational excellence.
- Collaborate with IT and contact center operations to ensure seamless user experiences.
- Maintain platform and call flow documentation, knowledge base articles and user guides to support self-service and training initiatives.
- Provide training support to operations teams, assisting with driving proficiency at all layers of the business.
- Monitor system alerts and performance dashboards to proactively identify and address issues.
Requirements
- 1–3 years of experience in a help desk or IT support role, preferably in a contact center environment; experience working with internal and 3rd parties including BPOs preferred
- Familiarity with Genesys Cloud or other CCaaS platforms and telecom/contact center infrastructure is highly desirable.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple priorities with a focus on accurate, timely resolution.
- Bachelor's Degree in Computer Science or other related fields
Benefits
- Equity and bonus opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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