Service Technology - Gen Cloud Administrator - Product Manager

Overview

ADP is hiring a Service Technology Product Manager

Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves? Are you intrigued by technology and how it can help solve business problems?

In this role, you will be part of the team responsible for the success of the HROs Omni Channel communications program. This program includes Genesys Voice and Chat channels and IVR as well as Co-Browse and aligns with Salesforce as the HCM platform. You will maintain and support these networks and implement new and innovative technologies through the HRO ADP service reputation and client satisfaction will be in your hands.

Everyday activities will include serving as the resident expert for Genesys Cloud capabilities; providing day-to-day support, proactive maintenance and troubleshooting for complex IVR system issues and performing root-cause analysis.

In addition, you will be evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation. You will align with other infrastructure teams in planning, design, tasks, and projects and support customer acceptance testing activities and troubleshoot/correct any issues related to these changes.

To thrive in this role, you will have a background in Genesys telephony and administration and experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM). Having an understanding of supporting technologies such as remote and virtual desktop management, and those technologies needed to operate customer contact centers as well as a good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics will serve you well.

You will find not only a career here but lasting friendships in a company that values inclusion.

Experience: At least 3 years of experience in relevant skills gained and developed in the same or similar role.

• 3 to 5 Years of Directly Related Experience

A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.

Qualifications
Preferred Qualifications:

• At least two years of administrator / technical support experience with Genesys or similar technology.

TO SUCCEED IN THIS ROLE:

• Understanding of business processes and how they relate to customer experience technology
• Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management

• Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers
• Strong analytical and problem-solving abilities
• Strong work ethic and a team player
• Enthusiasm toward technology, willingness to learn
• Works to achieve goals while overcoming obstacles and/or planning for contingencies

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We re obsessed with the art of achieving simplicity with a focus on client happiness and productivity.
• Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes.
• Act like an owner & doer. Mission-driven and committed to leading change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands-on and willing to master our craft.
• Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP s Philanthropic Foundation.
• Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.

What are you waiting for?
Apply today!

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