Configuration Professional II, Contact Center Solutions

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Configuration Professional II, CSS Contact Center Solutions (Remote)
Full time, United States
The Configuration Professional II is responsible for overseeing the configuration and management of Genesys Cloud systems within the organization. This role involves coordinating and managing all configuration management activities, ensuring the integrity of the system's performance, and maintaining up-to-date documentation. This role will work closely with various teams to implement configuration changes, track system performance, and ensure compliance with configuration management plans.
As a Configuration Professional II, CSS Contact Center Solutions, you will
Implement Genesys Cloud platform configurations, changes, and deployments to production
Develop and manage IVR platform using Genesys Cloud Architect and enhance call flows
Troubleshoot, resolve, and manage Genesys Cloud incident tickets
Identify and document the functional and physical characteristics of configuration items
Control changes to configuration items and their documentation
Conduct configuration management audits to verify compliance with the configuration management plan
Interact with various teams to ensure proper implementation of the configuration management plan
Maintain and manage tools and systems used for configuration management
Track all problems and changes in product documents and report changes and current configuration
Provide input to design and development teams for improvement of system reliability and maintainability
Work in both test and development production environments
Collaborate with business counterparts to find optimal solutions and communicate clearly with peers
Support peripheral contact center applications and integrations, including CRM, Workforce Management (WFM), Quality Management (QM), display boards, and reporting tools
About you
Bachelor's degree in Computer Science, IT, or Engineering (or equivalent experience)
Prior experience in IVR/Routing, ACD development, and Genesys Cloud administration
You have a few years of experience in cloud consulting, with a focus on contact center solutions
Experience with scripting languages such as JavaScript/NodeJS, Python, Java
Strong verbal/written communication and facilitation skills
Analytical and problem-solving abilities
Enthusiasm toward technology and willingness to learn
What we offer you
At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
About us
BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.
Get to know us by reading our blog and checking out our social media:
https://www.bcdtravel.com/blog/
https://www.linkedin.com/company/bcd-travel/
https://www.instagram.com/bcdtravel/