Dialer Administrator

Role Overview

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
• Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.
• Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.
• Own dialer configuration, campaign management, pacing, and compliance settings.
• Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.
• Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.
• Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.
• Translate contact center data into actionable insights and strategic recommendations.
• Ensure adherence to regulatory and compliance guidelines related to outbound calling.
• Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
• Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.
• Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.
• Document contact center processes and changes to maintain operational transparency and continuity.
• Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives.

Requirements

• 3-5 years of experience administering the Genesys Cloud CX platform.
• 7+ years of experience in a call center or collections environment.
• Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
• Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
• Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)
• Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.
• Detail-oriented with strong organizational and problem-solving skills.
• Excellent communication and collaboration skills.
• Preferred: Experience in the auto lending industry or financial services.
• Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.

Tech Stack

• Cloud
• Google Cloud Platform

Benefits

• Diversity is a competitive advantage
• Compassion is a strength
• Simplicity is a key feature
• Honesty and transparency are non-negotiable
• Financial opportunity belongs to everyone