Genesys Cloud Services Specialist (Hybrid)

American Family Insurance is seeking a Genesys Cloud Services Specialist to collaborate with others in the division to provide and maintain applications that meet business needs. The role involves troubleshooting application problems, providing vendor support, and ensuring excellent customer service to users.ResponsibilitiesYou will troubleshoot problems with supported applications and ensure problems are resolved to client satisfactionYou will provide alternatives for solving identified system problemsYou will provide vendor system support and maintain vendor relationshipsYou will assist with creation and maintenance of service desk diagnostics and job aidsYou will ensure the application is fully documented and provide input for any gaps in documentationYou will use application knowledge, or work with others, to provide guidance and technical leadership to project resources or maintenance resourcesYou will maintain an awareness of other projects and their possible effect on ongoing projectsYou will serve as primary contact for user questions regarding supported applicationsYou will provide users with excellent customer service, knowledge and advice when responding to needs or questionsYou may be required to complete other assignments or participate in projects based upon skills, achievements, or experienceSkillsHands-on end user experience in telephony-intensive contact centerWillingness to grow and develop in a telephony field support role. This includes attaining a required Genesys Cloud certificationDemonstrated experience providing customer-driven solutions, support or serviceBasic knowledge and understanding of managed service delivery and/or outsourcing contractsBasic knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application developmentBasic knowledge and understanding of ITIL / service management best practicesAnalytical approach to problem-solving. Attention to results and with a sense of urgencyBasic knowledge and understanding of project management processes, tools, and techniquesBenefitsComprehensive medical, dental, vision and wellbeing benefitsCompetitive 401(k) contributionA pension planAn annual incentive9 paid holidaysA paid time off program (23 days accrued annually for full-time employees)Student loan repayment programPaid-family leaveCompany OverviewFor more than 90 years, American Family Insurance has built its reputation on sound principles. It was founded in 2013, and is headquartered in Madison, Wisconsin, USA, with a workforce of 10001+ employees. Its website is http://amfamventures.com/.



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