Tower Lead (Support & Operations) (IN)

We are seeking an experienced business systems senior analyst who understands the Genesys Cloud Platform for call center management. The senior analyst in this role will be the front-end support Genesys call center technology and backup for Microsoft Teams calling. They will work closely with other IT (Information Technology) teams and vendors to implement and support the solutions. The successful candidate will have a deep understanding of the latest technologies and trends in Unified Communications and Genesys.

Collaborate with business stakeholders to understand call center requirements, pain points, and support needs.

Translate business needs into detailed technical specifications for Genesys Cloud Platform enhancements

Coordinate with vendors on open tickets, issues, and escalations.

Configure and administer Genesys Call Center technology and similar tools

Troubleshoot and resolve technical issues around UC systems

Communicating with internal team members and users directly on projects.

Provide occasional on call responsibilities for critical issues

Support Genesys Cloud integration with 3rd party software (ex. Salesforce, ServiceNow)