Contact Center Platform Administrator (Genesys Cloud CX) (m/w/d)

O.phon | O.trend | O.people – three strong brands of O. group-Unternehmensgruppe.

Technology moves customer communication — and we shape the infrastructure behind it.

The O. group operates one of the most modern contact center environments in Germany's ÖPNV- and SPNV-Umfeld on the basis of Genesys Cloud CX. Our platform is the heart of everything our call center teams do daily. Whether routing, IVR, speech quality, reporting, data protection - everything comes together here.

Our location in Leipzig is more than just an office: short decision-making paths, genuine togetherness and a technical environment that we constantly develop — and you're right in the middle.

We are looking for an experienced person on a full-time basis as of now, who not only manages platform responsibility but actively shapes it.

Aufgaben

• Administration and maintenance of all central objects in Genesys Cloud CX: Queues, Skills, Wrap-Up-Codes, Users, Roles, Phone Numbers, Business Hours
• Conceptualization and adaptation of routing strategies — skill-based, with overflow and fallback scenarios
• Creation and maintenance of agent scripts in the Genesys Script Designer as well as call and IVR flows in the Genesys Architect
• Monitoring of platform availability, speech quality, and performance — and intervening when necessary
• 2nd-Level-Support for disruptions, coordination with external service providers at 3rd-Level
• Quality assurance and testing before productive settings
• Evaluation of new Genesys releases and self-responsible identification of features with genuine business added value
• Documented configurations, changes, and operational processes — so that others can work with them
• Ensuring data protection and compliance requirements (conversation recording, access controls, DSGVO)

Qualifikation

• Completed IT training (e.g. Fachinformatiker:in Systemintegration), IT studies or comparable professional experience
• At least 2 years of experience in administering a contact center platform — ideally Genesys Cloud CX
• Good knowledge of Genesys Cloud Administration, Script Designer and basic knowledge in Architect
• Basic knowledge of SIP/VoIP and telephone infrastructure
• Safe technical English for release notes and manufacturer documentation
• Structured, document-oriented working style and joy in a platform that constantly develops

Nice to have: Genesys certifications (or willingness to obtain them), Outbound/Dialer experience, REST-API/JSON knowledge (Data Actions), ITIL basics

Benefits

• 45,000–60,000 € per year — dependent on experience and certifications
• Genesys training and certifications will be fully taken over by us
• unlimited fixed-term employment in full-time
• hybrid work: Leipzig + mobile work after consultation
• long-term development prospects towards Engineer or Lead role
• short decision-making paths and direct cooperation with IT and departments
• Long-term development prospects within a growing company group

If you're interested in shaping a platform not just to manage it, but to think ahead (evaluating new releases, refining routing logic and working with people who understand what's at stake), then you're right with us!

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