Junior Genesys Systems Administrator at Continental Finance Company

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Genesys Systems Administrator to support our Operations team.

The Junior Genesys System administrator will work under the guidance of the VP of Contact Center Performance Management to support and maintain a highly available, secure, and efficient environment that supports business operations and provides optimal customer experiences. This individual works in close partnership with others within operations as well as additional departments throughout the organization, including but not limited to IT, Marketing, Compliance and Legal.

Essential Functions:

System Installation & Configuration:

• Install, configure, and maintain the Genesys Cloud platform
• Configure Genesys components such as routing, IVR, Bots, voice, chat, email, and other communication channels.
• Integrate Genesys solutions with third-party systems, databases, and applications.

Performance Monitoring & Optimization:

• Monitor the performance of Genesys platforms to ensure optimal operation and resource utilization.
• Troubleshoot performance issues, identify root causes, and implement corrective actions.
• Apply necessary patches and updates to ensure the system is running the latest versions.

User Management:

• Create and manage user accounts, roles, and permissions within the Genesys environment.
• Ensure proper configuration of user profiles and associated workflows for smooth operations.
• Provide end-user support for Genesys applications and resolve any user access or functionality issues.

System Security & Compliance:

• Implement and enforce security protocols to protect data and ensure system integrity.
• Monitor and audit system logs for any suspicious activities and take necessary actions.
• Ensure the platform complies with organizational and industry security standards (e.g., GDPR, HIPAA).

Troubleshooting & Incident Management:

• Provide advanced troubleshooting for system outages, service disruptions, and incidents.
• Analyze logs, system alerts, and call data to resolve technical issues efficiently.
• Collaborate with other teams (e.g., Network, Security, Development) to resolve issues that impact Genesys system performance.

System Upgrades & Maintenance:

• Plan and execute system upgrades, patches, and updates with minimal downtime.
• Perform regular backups of the Genesys system and verify the integrity of backup files.
• Schedule and coordinate planned maintenance with minimal impact on business operations.

Documentation & Reporting:

• Maintain accurate documentation for all configuration changes, system upgrades, troubleshooting processes, and maintenance activities.
• Provide regular reports on system performance, incidents, and system health to leadership.
• Develop and maintain standard operating procedures (SOPs) for Genesys administration tasks.

Collaboration & Support:

• Work closely with the development, network, and support teams to ensure seamless integration and operation of Genesys systems.
• Assist with the training of end-users and team members on new system features, functionalities, and best practices.
• Provide on-call support and respond to after-hours incidents as necessary.

The ideal candidate will have the following:

• Bachelor’s Degree or 3 years of relevant experience.
• Experience with Genesys Cloud systems highly preferred.
• Basic understanding of the Genesys platform (Genesys Cloud, Genesys Engage, PureConnect, etc.) and general contact center technology.
• Familiarity with telephony systems and concepts (e.g., VoIP, ACD, IVR, call routing).
• Strong analytical and troubleshooting skills, with a willingness to learn new tools and technologies.
• Ability to identify, diagnose, and escalate system issues under guidance.
• Good written and verbal communication skills for documenting issues and interacting with team members.
• Ability to clearly explain technical concepts to non-technical users.

One of the following Genesys Cloud Certifications must be completed within each 6 months in the role, with the expectation that all 4 will be completed within first 2 years in the role.

• Genesys Cloud CX: Professional Certification (GCX-GCP)
• Genesys Cloud CX: Developer Certification (GXC-GCD)
• Genesys Cloud CX: Architect Certification (GCX-ARC)
• Genesys Cloud: AI – Digital Bots & Knowledge Certification (GC-AI-DB)

Why Continental Finance?

Continental Finance Company (the “CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them. With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first. We are not a chartered banking financial institution, nor are we a debt originator or a credit card issuer.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

 CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)

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