Lead Telecom Engineer/Genesys Cloud Operational Lead

Responsibilities

• Lead and mentor the operations and QA team to foster a high-performance, collaborative culture.
• Oversee day-to-day Genesys Cloud CX operations, including incident, problem, and change management.
• Manage operational tickets using ITSM tools and coordinate team shift schedules.
• Develop and execute test cases, validate IVR design, and perform integration and API testing.
• Manage automation testing processes using Cyara tools.
• Engage with stakeholders to understand requirements and conduct Proof of Concepts (POCs) with new tools and vendors.
• Monitor system performance, generate defect reports, and perform data analytics to ensure operational efficiency.

Requirements

• Bachelor's degree in Computer Science, IT, or a related field.
• 6-8+ years of experience in Contact Center Operations and Quality Assurance.
• Hands-on experience with Genesys Cloud CX applications.
• Strong expertise in Service Management and Quality Assurance methodologies.
• Proficiency in both Agile and Waterfall methodologies.
• Experience with Cyara automation testing tools.
• Familiarity with ITSM tools for ticket management.
• Strong analytical and problem-solving skills.

About the Company

NationsBenefits is leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients through cloud-native architectures.