Genesys Cloud Administrator at Humana Studio_h
The Genesys Cloud Administrator assists in the configuration, management, and enhancement of our Genesys Cloud (formerly PureCloud) system. This role will ensure a strong integration between Genesys, our web-based CRM, and other backend systems to deliver a first-class call center experience for our associates and members. Available locations include Louisville, Boston, and work from home.
As the Genesys Cloud Administrator, you’ll play a key role in helping Humana Edge deliver a next-generation call center experience for our associates and members. Responsibilities will include oversight of inbound and outbound interactions for voice calls, fax, and SMS.
The Genesys Cloud Administrator will manage multiple environments to support development, testing, and production systems. You will assist with integrations to our web-based CRM system, Google Contact Center AI, and multiple backend systems to support intelligent call routing and data analytics.
The Genesys Cloud Administrator applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making. You’ll assist in the configuration of call queues and skills to plan for future staffing changes or make real-time adjustments to changing situations.
- Bachelor's degree or equivalent IT experience
- Prior experience with Genesys Cloud administration (formerly PureCloud)
- Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
- Excellent written and oral communication skills
- Strong analysis, critical thinking, and problem-solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences for better health outcomes
- Advanced Degree
- Genesys Certified Professional certification
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage SMS Text/Voice Messaging to enhance our hiring and decision-making ability. Montage SMS Text/Voice Messaging allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. This process may also require audio and/or video capabilities at various times throughout the interview and selection process.
Important Information Regarding COVID-19
In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period.
Necessary equipment and devices are provided however, associates must have a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation and will adjust service levels as the coronavirus situation evolves. The changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.