Genesys System Administrator - Customer Experience

Greater London
Full time
Posted
employer logo
Utility Warehouse Limited
Telecommunications
1,001-5,000 employees
Compare top employers
Apply on company site

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

The challenge

For our customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch.

Our proposition to customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting. Learn more about life in our Tech teams here.

We put people first. It’s all about you…

We are looking for someone willing to take the opportunity to make an impact on how UW delivers our contact experience.

As a Genesys Administrator, you’ll play a pivotal role in shaping the future of our support experience. Your responsibilities include active participation in improving our system architecture, improving both our customer and advisor experience while maintaining and managing the upkeep of one of the larger solutions we use at UW.

Your skills & experience

  • Telephony background is preferred, but not required.

  • Strong understanding of operational layout.

  • Strong communication skills.

  • Addicted to learning new things.

  • Adaptability and resilience in the face of challenges, with a positive attitude and a willingness to embrace change.

  • Creativity and resourcefulness in approaching problems.

We work together. Your team and the people you will work with…

We work in small, fully autonomous teams that have real ownership of their products. We use the best tool for the job and constantly look for better.

The Contact Channels team manages all of our core contact channels journeys across the app, web, IVR, emails, chat, messaging and more.

The candidate will be integrated in a highly skilled team that deploys and maintains Genesys IVR's, reporting, and multi-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.

We deliver progress. What you’ll do and how you will make an impact.

What you’ll do

  • Manage the day to day administration of the Genesys platform

  • Support operational teams with change requests

  • Be the subject matter expert for Genesys within the organisation

  • Work closely with our engineering teams to configure and support releases of new features and products, such as chatbots.

  • Be the gatekeeper of quality, ensure our flows and configurations are to the highest standard, reducing tech debt and more.

  • Assist in configuring new and powerful tools, ranging from AI tooling to IVR routing.

  • Input into roadmap for Genesys Cloud CX technologies.

  • Produce well-articulated and succinct documentation to support technical requirements.

  • Develop and nurture vital connections with stakeholders throughout the organisation.

  • Conduct thorough investigations into faults and errors to ensure prompt resolution and mitigate future occurrences.

  • Leverage data-driven insights to inform decision-making processes, fostering efficiency and informed strategic direction.

  • Assist in tracking the implementation of solutions/features and evaluate their effectiveness over time, making adjustments as necessary to achieve desired outcomes.

  • Conduct comprehensive testing on new implementations to ensure quality and functionality meet standards, collaborating with development teams for feedback and improvement.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

  • An industry benchmarked salary. We’ll share it during your first conversation.

  • Share Options and a Save as You Earn scheme.

  • Flexible working arrangements - we have a great hub in central London and flexibility to work from home

  • Discount on our services and you get our coveted Cashback Card for free.

  • A matched contribution pension scheme and life assurance up to 4x your salary.

  • Family-friendly policies, designed to help you and your family thrive.

  • Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.

  • Belonging groups that help UW shape an even more inclusive future.

  • A commitment to helping you develop and grow in your role.

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Martyna Zbyszewska will be your point of contact throughout the recruitment process.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. If you need any help, support, or advice at any point during the hiring process please just let us know.

Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. If you need any help, support, or advice at any point during the hiring process please just let us know.

Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.