Own and administer the Genesys contact center platform, configuring advanced routing, IVR, omnichannel workflows, campaigns, and integrations with Salesforce and third-party tools. Troubleshoot complex platform, telecom, WebRTC, and carrier issues; monitor performance and system health; manage major incidents under strict SLAs; and translate stakeholder requirements into scalable technical solutions across voice, SMS, and email.

Own and administer the Genesys contact center platform, configuring advanced routing, IVR, and omnichannel workflows across voice, SMS, and email. Design Salesforce and third-party integrations, manage digital and autodialer campaigns, monitor system health, troubleshoot complex incidents, and optimize platform performance. Partner with stakeholders to gather requirements and develop scalable technical solutions, while coordinating with Salesforce teams, telecom carriers, Genesys Support, and vendors.