ITG Genesys Cloud Administrator

Join to apply for the ITG Genesys Cloud Administrator role at BNP Paribas CIB The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organization is an international financial services group, with more than 200,000 employees with solid roots in Europe. About The Job MISSION The ITGP Telecom & Workspace is responsible for providing IT services to our clients by ensuring the evolution of the digital market in a secure and efficient environment, with reliable quality. This function encompasses infrastructure and collaborative tools, as well as an interactive voice response solution: Genesys deployed for remote support team. Responsibilities Study and follow new customer’s onboarding and respect delivery timeline Design and implement specific flow in Architect Implement Genesys Cloud Agent Scripts Study and create Genesys third party integration (External Chatbot, API, AI service…) Maintain the Genesys architecture in operational condition, as well as its adhesions (API interconnections). Understand the development carried out in the Architect module, to better support our clients. Manage and resolve incidents and problems that affect the Genesys service, applying root cause analysis and preventive actions. Communicate effectively with internal and external stakeholders, providing regular updates, escalations, and feedback on the delivery status and issues. Assist users of the solution with end-to-end call analysis and metrics search. Assistance with the implementation of Genesys Dashboard and report (statistical indicators, banners). Requirements Studies Bachelors in computer science or equivalent Appreciated Certifications Genesys Cloud CX Specialist Certification Genesys Cloud CX Architect Certification Genesys Cloud CX Developer Certification Genesys Cloud CX AI Certification Experience 5+ years’ experience in a similar environment. Multinational + 10000 users at least. Languages High English spoken and written fluent (B2/C) French spoken and written will be valued. Skills Technical: Strong knowledge of IT service delivery methodologies, frameworks, and best practices, such as ITIL, Agile, or DevOps. Excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with technical and non-technical audiences. Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex and ambiguous situations. High attention to detail, quality, and accuracy. Ability to work independently and collaboratively, under pressure and with tight deadlines. Transversal & Behavioral Mature, independent, well organized with excellent communication skills (written, spoken, presentations) Exposed to multi-cultural environment and able to work as part of a Global team. Quick thinker and good decision-maker Analytical, detail-oriented, and self-motivated Customer minded. Benefits Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries. Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity). Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities. Flexible compensation plan. Hybrid telecommuting model (50%). 31 vacation days. Diversity and inclusion commitment BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Referrals increase your chances of interviewing at BNP Paribas CIB by 2x Madrid, Spain – Madrid region #J-18808-Ljbffr