Sr. Genesys Scrum Master

$104,000 - $114,400/Yr

Ihire - Minneapolis, MN

Full-time - Mid Level

Remote - Minneapolis, MN

10,001+ employees

Administrative and Support Services

About the position

As a Sr. Genesys Scrum Master at American Cybersystems, Inc., you will play a pivotal role in the migration of the existing Genesys i3 Dialer to the Genesys CX Cloud Platform. This position is fully remote and is designed for a full-time contract engagement. You will be part of a collaborative team of approximately 20 members, which includes Admin Support, Dialer, DBA (Data), and Development Teams. The culture within the team emphasizes collaboration, knowledge sharing, and excellence in project execution, making it essential for you to possess specific skill sets that are critical for ensuring a successful migration and providing ongoing support. Your responsibilities will include designing and administering Genesys Cloud solutions that align with business requirements, utilizing your expertise in Genesys Architect to optimize IVR configurations, and managing Dialer functionality within the Genesys Cloud platform. You will also implement Text-to-Speech (TTS) and Automatic Speech Recognition (ASR) capabilities to enhance customer interactions. A comprehensive understanding of the Genesys Cloud platform is necessary as you will contribute to migration development work and assist with System Integration Testing (SIT) and User Acceptance Testing (UAT) to validate functionality and resolve issues. Additionally, you will be responsible for managing vendor tickets and collaborating with Genesys support to address platform issues. Your role will also involve contributing to the development of custom Cloud functions and ensuring successful project delivery by working collaboratively with all groups involved in the migration process. The ideal candidate will have a strong background in Pureconnect to Genesys Cloud CX support and a broad understanding of Genesys applications and best practices.

Responsibilities

• Design and administer Genesys Cloud solutions, ensuring alignment with business requirements.
• Utilize expertise in Genesys Architect to architect solutions and optimize IVR configurations.
• Configure and manage Dialer functionality within the Genesys Cloud platform, including integrations.
• Implement Text-to-Speech (TTS) and Automatic Speech Recognition (ASR) capabilities within the platform to enhance customer interactions.
• Maintain a comprehensive understanding of the Genesys Cloud platform and contribute to migration development work.
• Support System Integration Testing (SIT) and User Acceptance Testing (UAT) to validate functionality and identify and resolve issues.
• Open and manage vendor tickets, collaborating with Genesys support to address platform issues.
• Contribute to the development of custom Cloud functions and assist with testing.
• Work with all groups involved in the migration to ensure successful project delivery.

Requirements

• Proficiency in Genesys Cloud design and administration.
• Knowledge of Genesys Architect and IVR.
• Experience with Dialer and integrations.
• Familiarity with Text-to-Speech (TTS) and Automatic Speech Recognition (ASR).
• Broad Genesys Cloud knowledge.

Benefits

• Medical & pharmacy coverage
• Dental/vision insurance
• 401(k)
• Health saving account (HSA)
• Flexible spending account (FSA)
• Life Insurance
• Pet Insurance
• Short term and Long term Disability
• Accident & Critical illness coverage
• Pre-paid legal & ID theft protection
• Sick time
• Employee Assistance Program (EAP)