How you'll make an impact
Job Summary
The Select Workforce Analyst/Administrator serves as the primary administrator and subject matter expert for the Genesys Cloud platform, supporting Personal Lines and Small Business operations. This role is responsible for ensuring optimal configuration, performance, and user adoption of Genesys technology to enhance customer experience, operational efficiency, and business continuity. Additionally, the Analyst/Administrator is responsible for administering and maintaining connections and integrations between Genesys Cloud, Salesforce, and other enterprise tools to ensure seamless data flow and operational alignment across platforms.
Core Responsibilities:
Platform Administration & Configuration
- Manage Genesys Cloud user setup, including queues, skills, locations, and divisions.
- Collaborate with GTS to configure and maintain IVR flows, routing strategies, and CRM integrations (e.g., Salesforce).
- Ensure synchronization between Genesys and other enterprise platforms for seamless operations.
User Support & Training
- Serve as the primary contact for troubleshooting Genesys-related issues.
- Develop and deliver training, documentation, and job aids for end-users, supervisors, and administrators.
- Support onboarding and role-based learning initiatives during rollout phases.
System Monitoring & Incident Management
- Monitor system performance and provide timely incident updates to stakeholders.
- Maintain change logs for user additions, deletions, and queue adjustments.
Optimization & Reporting
- Export IVR and call center performance reports for business analysis.
- Conduct regular audits to address risks, security gaps, and compliance issues.
- Prepare and present weekly, monthly, and yearly updates to management.
- Develop and maintain reporting solutions that provide insights into customer service and financial performance by client, region, and leadership level.
- Identify trends and areas of opportunity to improve operational results and customer satisfaction
- Translate complex data into actionable insights for various stakeholders
Vendor & Stakeholder Collaboration
- Liaise with Genesys support teams and internal IT for escalations and enhancements.
- Coordinate with operations, CX, and workforce management teams to align platform capabilities with business goals.
- Participate in transformation initiatives and UAT testing for new features and releases
- Collaborate with management to introduce and implement process improvement initiatives
Quality & Workforce Management
- Support quality assurance evaluations, coaching, and recording management.
- Administer workforce management activities, including scheduling, adherence, and forecasting.
- Monitor performance and agent adherence to service levels using KPIs using Genesys and Salesforce reporting tools
Documentation & Compliance
- Create and maintain technical documents such as SOPs, runbooks, and architectural diagrams.
- Ensure data accuracy and integrity across all reporting tools and dashboards
About You
Key Skills & Attributes:
- Expertise in Genesys Cloud administration and integrations with parallel applications.
- Ability to manage queue and skill configurations across multiple business units.
- Strong communication skills for cross-functional collaboration and training delivery.
- Analytical mindset for performance optimization and reporting.
Required:
- In-depth knowledge of Genesys architecture and integrations preferred.
- Excellent troubleshooting and problem-solving abilities.
- Strong communication and training delivery skills.
- Analytical skills for performance optimization and reporting
- Typically requires a University Degree and minimum 5 years of prior relevant experience, or equivalent experience.
Preferred:
• Communication and stakeholder mgmt
• Data analytics and reporting
• Data cleaning, structure, and mgmt
• Capacity mgmt and prioritization
• Business/insurance acumen
• IT processes and systems
• Experience in contact center operations and workforce management.
• Familiarity with CRM integrations and API-based configurations.
• Knowledge of compliance and security standards in enterprise environments.
