Position Overview:

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The Genesys / Cisco Operations Manager will oversee the daily operations and strategic management of Genesys and Cisco communication systems within the organization. This role involves ensuring the effective performance, availability, and security of contact center technologies, managing a team of IT professionals, and coordinating with stakeholders to enhance operational efficiency and customer experience.

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Key Responsibilities:

\n\nSystem Management:\n\nOversee the deployment, configuration, and maintenance of Genesys and Cisco communication platforms.\nEnsure high availability and optimal performance of contact center systems and associated technologies.\nMonitor system health, troubleshoot issues, and implement solutions to prevent downtime.\n\nTeam Leadership:\n\nManage and mentor a team of IT professionals specializing in Genesys and Cisco systems.\nProvide training, support, and guidance to team members to enhance their technical skills and performance.\n\nProject Management:\n\nLead and coordinate projects related to system upgrades, migrations, and new implementations.\nDevelop project plans, manage timelines, and ensure projects are delivered on schedule and within budget.\n\nVendor Management:\n\nLiaise with Genesys and Cisco vendors and service providers to address technical issues and negotiate contracts.\nEnsure compliance with service level agreements (SLAs) and manage relationships with external partners.\n\nPerformance Monitoring:\n\nImplement and manage monitoring tools to track system performance and user experience.\nAnalyze performance metrics and generate reports for senior management to drive improvements.\n\nIncident and Problem Management:\n\nManage incident response and resolution processes, ensuring timely and effective resolution of issues.\nConduct root cause analysis for recurring problems and implement preventive measures.\n\nSecurity and Compliance:\n\nEnsure systems are secure and compliant with relevant industry regulations and internal policies.\nImplement and enforce security protocols and best practices.\n\nStrategic Planning:\n\nCollaborate with senior management to develop and execute strategies for system enhancements and scalability.\nStay updated on industry trends and emerging technologies to recommend improvements and innovations.\n\n\n

Preferences:

\n\nEducation:\n\nBachelor’s degree in Information Technology, Computer Science, or a related field. Advanced degree or relevant certifications are a plus.\n\nExperience:\n\nMinimum of 8 years of experience managing Genesys and Cisco communication systems, preferably in a leadership role.\nProven experience in project management and team leadership.\n\nTechnical Skills:\n\nIn-depth knowledge of Genesys and Cisco contact center solutions and related technologies.\nStrong understanding of networking, server management, and telecommunications.\nProficiency with monitoring and management tools specific to Genesys and Cisco platforms.\n\nCertifications:\n\nRelevant certifications such as Genesys Certified Professional, Cisco Certified Network Associate (CCNA), or Cisco Certified Network Professional (CCNP) are highly desirable.\n\nSoft Skills:\n\nExcellent leadership and team management skills with the ability to motivate and guide a technical team.\nStrong problem-solving skills and the ability to handle high-pressure situations.\nEffective communication and interpersonal skills to interact with stakeholders at all levels.\nProven ability to manage multiple projects and priorities simultaneously.\n\nAdditional Preferences:\n\nAbility to work in a fast-paced and dynamic environment.\nFlexibility to accommodate occasional on-call responsibilities and after-hours support as needed.\n\n\n

 

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BENEFITS

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Our competitive benefits package includes the following

\n\nImmediate eligibility for health and welfare benefits\n401(k) savings plan with dollar-for-dollar match up to 5%\nTuition Reimbursement\nPTO accrual beginning Day 1\n\n

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

\n\n\n\tEDUCATION - Bachelor's or 4 years of work experience above the minimum qualification\n\tEXPERIENCE - 5 Years of Experience\n