Elevate customer service as a Genesys Cloud Specialist in Durham Region, ON. This hybrid role centers on optimizing the Genesys Cloud CX platform and enhancing operational efficiency.

As the CCaaS Operations Coordinator for a forward-thinking public sector organization, you'll utilize your 5+ years of experience to manage and improve the Genesys Cloud CX environment. Collaborating with cross-functional teams, your expertise will ensure top-tier performance and reliability of the contact centre platform, ultimately benefiting the community.

Key Responsibilities:
• Administer and optimize the Genesys Cloud CX platform
• Design and maintain IVR, call flows, and routing strategies
• Troubleshoot production issues and perform root cause analysis
• Configure Workforce Engagement tools and reporting dashboards
• Identify opportunities for data-driven operational improvements

Requirements:
• 5+ years in enterprise conta...