Licenses & Contracts Management: Coordinate with vendors and users for role assignments and user management. Validate and process monthly billing and financial operations. Review and revise annual renewal and support contracts with vendors. Genesys Contact Center Configuration & Management: Set up and configure Genesys Contact Center solutions, including: Routing strategies and IVR digital flow management. Configuring channels (email, voice, WhatsApp, chat). Managing DID ranges and call routing. Creating and maintaining agent scripts and canned responses. Configuring customer interaction queues across multiple channels. Managing data tables in Genesys Architect. Configure and manage integrations, including APIs and third-party applications such as KARIX, ConnectInsight, and ApifyCloud. Integrate Genesys with PowerApps, Dynamics 365 Voice of Customer, and OTOLink Automotive for voice, email, WhatsApp, and web chats. Support additional Genesys configurations and integrations as they arise. Maintenance, Monitoring & Troubleshooting: Perform routine maintenance, updates, and system monitoring to ensure platform reliability. Diagnose and resolve technical issues, escalating to vendors as needed while ensuring SLA compliance. Provide technical support to agents, supervisors, and stakeholders for daily operations. Reporting & Analytics: Generate and analyze Contact Center performance reports. Utilize built-in reporting tools and Microsoft Power BI to identify trends and recommend improvements. Integration Management: Collaborate with IT teams to integrate Genesys with enterprise systems, including CRM, ERP, Oracle Fusion, Autoline/Keyloop, OTOLink, Yardi, and Odoo. Training, Documentation & Compliance: Train end-users on new features and maintain technical documentation. Ensure security standards and compliance requirements are met. Stay updated on Genesys advancements and industry trends for continuous improvement. Microsoft Power Platform Responsibilities: Develop PowerApps: Design and customize canvas and model-driven apps to meet business needs. Automate Processes: Implement cloud and desktop flows using Power Automate for business process automation. Data Analysis & Reporting: Create interactive dashboards and reports using Power BI for data visualization and decision-making. Stakeholder Collaboration: Gather requirements and develop solutions that align with business objectives. Troubleshooting & Support: Identify and resolve issues in Power Platform solutions, ensuring seamless performance. Documentation & Training: Maintain technical documentation and assist end-users with training and troubleshooting. Continuous Learning: Stay updated with Power Platform updates and best practices to enhance system functionality. Requirements Experience in configuring and managing Genesys Contact Center solutions. Proficiency in Microsoft Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents). Strong understanding of system integrations, APIs, and enterprise applications. Ability to analyze data and create performance reports. Excellent problem-solving and troubleshooting skills. Strong communication and collaboration skills to support end-users and stakeholders. Knowledge of compliance and security best practices. This role is ideal for candidates with a deep understanding of Genesys Contact Center solutions and Microsoft Power Platform tools, ensuring seamless system operation, automation, and business efficiency. Benefits Family Benefits Paid Leave Medical Insurance Travel Tickets T&Cs Applies as per Group Policy