Job Purpose Summary:
The Senior Platform Admin (CX) is responsible for the administration of Cloud CX platforms (Genesys, Zendesk, Zoom, etc.). This will include complete setup and configuration of the Cloud CX platforms, including but not limited to maintaining and improving system performance, data accuracy, and user experience, as well as identifying opportunities for system enhancement through automation and process improvement.
Key Responsibilities and Accountabilities:
- Customizing and configuring the Cloud CX platforms to meet the unique needs of our customers.
- Managing user access and permissions and providing ongoing training and support.
- Integrating Cloud CX platforms (Genesys, Zendesk, Zoom, etc.) with other tools and applications for seamless data flow.
- Creating and optimizing reports and dashboards to monitor key performance indicators.
- Implementing automation rules and workflows to enhance efficiency in customer support.
- Troubleshooting and resolving technical issues related to Cloud CX Platforms functionalities.
- Ensuring compliance with company policies and security measures.
- Promote Viacomms’ image and communicate quality messages at all times.
Relevant Education, Knowledge, Experience, and Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 5 Years experience as a Cloud CX platforms Administrator.
- Proficiency in configuring and customizing the Cloud CX platforms (Genesys, Zendesk, Zoom, etc.).
- Strong understanding of customer support processes and best practices.
- Familiarity with basic integrations using APIs and SDKs.
- Ability to analyze data and derive meaningful insights for process improvement.
- Cloud CX Support Administrator Expert Certificate.
