IT Technical Advisor – Contact Center Solutions

Responsibilities

• Configure and administer contact center systems, including interaction management platforms, telephony systems, and reporting tools, including but not limited to Genesys Cloud.
• Provide technical support to contact center agents and users to quickly resolve technical issues and optimize the use of tools.
• Establish and maintain excellent working and collaborative relationships with other company departments.
• Contribute to the creation of reference manuals for end-users by writing process documentation to improve intervention efficiency and knowledge transfer.
• Participate in the training of other team members and the transfer of specialized skills, as required.
• Encourage change, support the company’s vision and direction, and facilitate collaboration with other team members.
• Assist more experienced technicians in various tasks (orders, integration, projects, work management), as required.