ITG Genesys Administrator

GROUP BNP PARIBAS

BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

Spain IT Production

Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. IT Production organisation includes Infrastructure services, Telecom & Workspace, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity). In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.

ABOUT THE JOB

MISSION

As a Genesys Cloud administrator, you will be responsible for supporting the solution, managing incidents, and maintaining operational conditions.

RESPONSIBILITIES

As a Genesys Cloud Administrator: 

· You will manage and resolve incidents and problems that affect the Genesys service, applying root cause analysis and preventive actions.

· You will communicate effectively with internal and external stakeholders, providing regular updates, escalations, and feedback on the delivery status and issues.

· Maintain the Genesys architecture in operational condition, as well as its adhesions (API interconnections).

· Assist users of the solution with end-to-end call analysis and metrics search. s.

· Understand the development carried out in the Architect module, to better support our clients.

· Assistance with the implementation of Genesys Dashboard and report (statistical indicators, banners).

REQUIREMENTS

•   ·         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.

•   ·         Appreciated certifications:
•   ·         Genesys Cert Prof Developer
•   ·         Genesys Cert Prof Support

• Languages
  • Fluency in English
  • French is a plus
• Studies
  • A bachelor’s degree in computer science, engineering, or a related field, or equivalent work experience.

SKILLS

•   ·         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
• Accountability
• Resilience
• Good interpersonal skills

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%).

• 32 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.