Remote position (only for professionals based in Latin America) RYZ Labs is seeking a highly skilled Contact Center Configuration Specialist to join our client's team in building a leading global digital sports platform. The successful candidate will be responsible for the configuration, integration, and optimization of our client's Genesys call center software, ensuring it meets the operational needs and objectives of their call center. Qualifications: Proven experience with Genesys Cloud call center software or other call center technologies.Experience in software configuration, system integration, and technical support.Experience with modern customer service channels like chat and AI chatbots.Project management experience is a plus.Strong understanding of call center operations and technologies.Proficiency in system integration and troubleshooting.Knowledge of CRM systems, databases, and telephony systems.Ability to analyze data and performance metrics to identify areas for improvement.Excellent communication skills to train and support users and collaborate with stakeholders.Strong problem-solving abilities to diagnose and resolve technical issues promptly.Main responsibilities: Customize and configure Genesys call center software to align with the business goals and operational requirements.Integrate Genesys software with existing CRM, databases, and telephony systems to ensure seamless operations.Provide ongoing technical support, troubleshooting, and issue resolution to ensure minimal downtime and optimal software performance.Conduct training sessions for call center staff and administrators, covering software features, functionalities, and best practices.Monitor and optimize system performance to enhance call routing, agent productivity, and overall efficiency.Manage software updates and upgrades, ensuring the system is running the latest version with all necessary patches and improvements.Configure and utilize reporting tools within the software to provide insights into call center performance metrics and support decision-making.Develop custom solutions or scripts within the Genesys framework to enhance functionality and meet unique business requirements.About RYZ Labs: RYZ Labs is a startup studio built in 2021 by two lifelong entrepreneurs. The founders of RYZ have worked at some of the world's largest tech companies and some of the most iconic consumer brands. They have lived and worked in Argentina for many years and have decades of experience in Latam. What brought them together is the passion for the early phases of company creation and the idea of attracting the brightest talents in order to build industry-defining companies in a post-pandemic world. Our teams are remote and distributed throughout the US and Latam. They use the latest cutting-edge technologies in cloud computing to create applications that are scalable and resilient. We aim to provide diverse product solutions for different industries, planning to build a large number of startups in the upcoming years. At RYZ, you will find yourself working with autonomy and efficiency, owning every step of your development. We provide an environment of opportunities, learning, growth, expansion, and challenging projects. You will deepen your experience while sharing and learning from a team of great professionals and specialists. Our values and what to expect: Customer First Mentality - every decision we make should be made through the lens of the customer.Bias for Action - urgency is critical, expect that the timeline to get something done is accelerated.Ownership - step up if you see an opportunity to help, even if not your core responsibility.Humility and Respect - be willing to learn, be vulnerable, and treat everyone who interacts with RYZ with respect.Frugality - being frugal and cost-conscious helps us do more with less.Deliver Impact - get things done in the most efficient way.Raise our Standards - always be looking to improve our processes, our team, and our expectations. The status quo is not good enough and never should be.
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