Genesys Architect/Voice Engineer

Overview

Looking for full-time work (8 hours/day)

at $4.97/hour ($960.00/month)

Bachelors degree

Last Active

June 30th, 2026 (9 days ago)

Member Since

April 1st, 2022

Profile Description

Managing user accounts, roles, and permissionswithin the Genesys PureCloud environment.
Evaluate, design, and maintain existing or proposedcontact center, IVR and session bordercommunication systems.
Monitoring system performance, identifyingbottlenecks, and troubleshooting technical issues.
Integrating Genesys PureCloud with other systemslike CRM, ERP, and email platforms.
Generating reports on key contact center metrics likecall volume, agent performance, customersatisfaction, and service level agreements.Providing technical support to end users on GenesysPureCloud features and functionality.
APIs and web services for data integration.Analyzing business requirements and designingcustom call flows within the Genesys PureCloudplatform to optimize customer routing andinteractions.
Configuring features like IVR menus, queues, skill-based routing, and agent dashboards.
Analyzing data to identify areas for improvement andoptimize customer experience.

• Serve as the first point of contact for customers seeking technical assistance over chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support.
• Provide accurate information on IT products or services
• Record events and problems and their resolution via Ticket logs
• Attend to Service requests.
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Must Have Requirements & Skills
• Graduate / Degree in Information Technology or other relevant field
• With at least 2 to 4 yrs. of proven experience as a Service Desk Associate / Technical Support Associate or equivalent role.
• Experienced Chat support associate
• Have extensive experience using Service Now as both Chat and ticketing tool.
• Experienced using remote access tools to help troubleshoot computer problems such as RDP, VNC, etc.
• Strong computer skills with the ability to troubleshoot and diagnose hardware, software, printing, network / connectivity problems.