Genesys Cloud Administrator (m/f/diverse)

Genesys Cloud Administrator (m/f/diverse)

Are you intrigued by business operations, optimization of operation enhancements and have a strong understanding of both technical and business aspects? Do you enjoy working with a global team and across different currencies?

Facts

• LocationCape Town
• Employment levelDirect entry
• FunctionIT, Planning / Organization
• Working timeFull time
• Application deadline09-30-2024

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Tasks

The Genesys Cloud Business Administrator will serve as a critical bridge between IT administration and business operations, optimizing the use of Genesys Cloud to enhance their operations.

• Maintain and update business rules to align with LIT operations.
• Manage roles, permissions, quality configurations, and automation within Genesys Cloud.
• Identify and implement configuration changes to optimize operations.
• Establish a change management framework to structure and prioritize changes.
• Document and communicate changes to stakeholders, such as Site Operations Managers, support functions and Customer Service Consultants
• Participate in the Genesys Cloud User Group and industry events.
• Advocate for LIT's requirements with the Genesys Cloud team.
• Manage change requests and new setups promptly.
• Stay updated on global customer service best practices.
• Manage projects related to customer service improvements.
• Collaborate with IT to align business needs with IT architecture and support processes.

Contact
Lufthansa InTouch Cape Town HR team
E-mail address for inquiries
shana.philander@dlh.de

Benefits

Flight privileges, Health Plan, Medical Insurance

Behind the scenes

Video:
Meet one of our colleagues...
Watch the video and listen to a colleague's insights on what it is like to work for Lufthansa InTouch Cape Town!
Video:
Meet one of our colleagues...
Watch the video and listen to a colleague's insights on what it is like to work for Lufthansa InTouch Cape Town!
Meet one of our colleagues...

Requirements

• University Degree in IT or a related field or equivalent relevant experience
• Genesys Cloud Certification
• Project management Certification ( Preferred)
• Minimum of 2years experience in Genesys Cloud administration
• Technical expertise in Genesys Cloud and understanding of business operations
• High Proficiency in English (verbal & written) is required
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to build and maintain relationships with various stakeholders
• Proactive and self-motivated
• Ability to manage multiple projects simultaneously
• Adaptability and willingness to continously learn and improve
• Flexibility, reliability and adaptibility to change

Company

About Global Telesales (Pty) Ltd.
We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
www.lh-intouch.com
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