Genesys CX Administrator (C-540)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. 

We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step. 

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits

• Wellness Coverage
• Remote Work
• Birthday day off
• Recognition and rewards system
• Referrals Program
• Business skill coaching
• English classes for Smashers and relatives
• Learning opportunities

This is a remote position for Costa Rica and Colombia.
This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica or Colombia to apply for this role.

Job Summary

We're looking for a motivated and detail-oriented Genesys CX Administrator to join our team. In this mid-level role, you'll be responsible for the day-to-day administration and support of our clients' Genesys Cloud CX environments. The ideal candidate will have strong Genesys knowledge and a desire to learn new technologies, especially the Zoom suite of products. 

This position requires a team member who is an excellent communicator and can align with US business hours. You'll be a key part of our service delivery team, ensuring our clients’ communication systems run smoothly and efficiently. 

Responsibilities 

• Genesys Cloud CX Administration: Configure, maintain, and troubleshoot Genesys Cloud CX solutions, including IVR flows, routing strategies, and user management. 

• System Support: Provide technical support for Genesys Cloud CX, addressing client issues promptly and effectively. 

• Integration Support: Assist with the integration of Genesys Cloud CX with various applications and platforms. 

• Communication & Collaboration:

  • Maintain clear, prompt, and professional communication with clients and team members, both verbally and in writing. 

  • Collaborate effectively with our senior engineers on complex issues and project-based work. 

  • Align work hours with our US-based team, specifically within Mountain and Pacific time zones, to ensure seamless communication and client support. 

• Learning & Development: Demonstrate a strong desire to learn and become proficient in the Zoom suite of products, including Zoom Contact Center, as our partnership with Zoom is a key area of company growth. 

Qualifications

• Experience: A minimum of 2 years of experience with Genesys Cloud CX administration and support. 

• Technical Skills: Proven ability to configure and manage Genesys Cloud CX features, including but not limited to:

  • IVR and call flow design.

  • User, group, and queue management.

  • Routing and reporting configuration.

  • Basic troubleshooting and system monitoring. 

• Soft Skills:

  • Exceptional communication and customer-facing skills.

  • Strong problem-solving abilities and a proactive approach to work. 

• Education & Certifications:

  • A degree in a technical field is preferred but not required.

  • Genesys Cloud Certifications are highly desired.