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Contact Center Systems Administrator
Overview: WSP is seeking an experienced Contact Center Systems Administrator to work in conjunction with our IT Service Desk and Customer Service Operations team on a major client project. The ideal candidate will have a strong background in Genesys Cloud CX, Cisco Contact Center and an ability to work in ITIL structured environments.
Key Responsibilities:
+ Manage, maintain, and support Genesys Cloud contact center platform, including configuration, scripting, and troubleshooting.
+ Collaborate with IT and business teams to gather requirements and implement new App Foundry add on components.
+ Monitor and report on Genesys system upgrades, patches, and maintenance to ensure security and stability.
+ Monitor system health, troubleshoot P1 / P2 issues, and implement proactive measures to minimize downtime and continuously improve service.
+ Maintain CX design documentation, standards, and procedures for contact center systems
+ Provide technical support and training to end-users and administrators.
+ Ability to design and integrate contact center systems with CRM / ERP, KMS and other back-end systems.
+ Keep abreast of industry, best practices and emerging contact center technologies.
Experience:
+ 5 to 7 years of hands-on experience in contact center systems administration, with a focus on Genesys Cloud and Cisco Contact Center.
+ Proven track record of managing large-scale contact center environments.
+ Experience in system integration, migration, and upgrades.
+ Demonstrated ability to troubleshoot and resolve complex technical issues.
+ Experience working in a dynamic team environment and collaborating with cross-functional teams.
Technical Requirements:
1. Deep expertise in Genesys Cloud platform administration, configuration, and scripting. Experience with Genesys Cloud integrations, APIs, and customizations.
2. Knowledge of Genesys Cloud security, user provisioning, and access controls.
3. Familiarity with Genesys Cloud reporting and analytics.
4. Strong understanding of Cloud VoIP, SIP, and related protocols.
5. Experience with contact center telephony infrastructure and deployment.
6. Knowledge of network security best practices related to voice and data.
7. Ability to troubleshoot complex contact center issues
8. Familiarity with scripting languages (e.g., JavaScript, Python) is a plus.
Educational Requirements:
Bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field. Relevant technical training or coursework in contact center technologies.
Certifications:
+ Genesys Cloud Certification (e.g., Genesys Cloud Certified Professional)
+ Cisco Certified Network Professional (CCNP) or higher, with specialization in Collaboration or Voice technologies.
+ Cisco Certified Internetwork Expert (CCIE) Collaboration
+ ITILv3 pr v4 Foundation or higher (for service management best practices)
WSP Benefits:
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Compensation:
Expected Salary (all locations): $103,000 - $136,000
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
About the Company:
WSP USA
