Continuous Improvement Lead

Summary

Join EDCi, a leading provider of infrastructure and call center technology services, as a Continuous Improvement Lead Consultant. This remote position involves providing white-glove support to strategic clients, performing project coordination, and leading continuous improvement efforts for the Genesys Cloud platform. You will analyze complex technical and business issues, demonstrate platform capabilities to clients, and stay current on contact center trends. The role requires strong client service skills and a team-focused approach. EDCi offers a flexible, family-oriented work environment with numerous perks.

Requirements

• 1+ year experience in Genesys Cloud CX (Purecloud) technology
• Knowledge of telephony architecture and Genesys Cloud CX dependencies
• Experience in delivering business operations and/or customer experience initiatives
• Understand best practices for a service organization
• Development experience and/or mindset
• Excellent client service attitude and team focus

Responsibilities

• Responsible for providing white glove support for strategic EDCi clients
• Perform project coordinator duties associated with utilizing engineering/AI resources
• Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments
• Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving
• Demonstrating and answering questions to clients, related to our top contact center platforms
• Strong desire to stay on top of all things happening in contact centers
• The ability to quickly understand and solution customer pain points

Preferred Qualifications

• Genesys Could CX certification is a plus
• Healthcare industry background
• Natural language bot flow development experience
• Leadership experience
• Business analysis experience or having been part of transformation projects
• Understand how budgets work along with how to creatively achieve strategic initiatives

Benefits

• Remote work from home
• Paid holidays, vacation and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental and vision insurance
• 401K match