Job Location: Biloxi, MSOnsite (5days/week)
Job Type: Contract
Pay Range: $60 –$65 /hour
Role Descriptions:
Genesys Cloud Admin
ESSENTIAL FUNCTIONS
• Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
• Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.
• Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
• Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
• Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
• Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.
Other Duties and Responsibilities:
• Assist in training of new team members
• Provides back-up for team members where needed.
• Other duties as assigned
KNOWLEDGE & SKILLS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education:
• Equivalent to a college degree (BS or BA in a relevant field).
Experience and Other Requirements:
• 3+ years of experience administering or supporting Genesys Cloud CX or similar CCaaS platform.
• 1–3 years of experience in application support within a financial institution (e.g., core, CRM, check imaging).
• Experience with system configuration, vendor management, and release/change control processes.
• Prefer experience with Jack Henry technologies, specifically Symitar Episys.
Technical Skills
• Working knowledge of Genesys Cloud CX administration, APIs, and integrations; familiarity with TTEC Smart Apps.
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Skills: Genesys Engage~Application Server Deployment & Administration~Statistics & Analytics~SCM – Vendor Management
Experience Required: 2-4
you’re open to exploring new opportunities or currently in the job market, I’d be happy to connect.
Regards
Pankaj Singh
Senior Recruiter
