Contact Centre Telephony Specialist

RelateCare, a Huron company, is building a dedicated team to run its contact-centre telephony and the products around it day to day. We are hiring a Contact Centre Telephony Specialist to join that team, based in Puerto Rico.

The Role:

You will keep our contact-centre products correct, secure and responsive for the people who rely on them. The core of the job is Level 1 and Level 2 administration of a Genesys Cloud environment of around 600 concurrent users. You will also support the products around it: Mosaic Voice (automated quality scoring), SuccessKPI (analytics and quality management), 8x8 (disaster-recovery telephony) and Bandwidth (our telephony carrier).

This is an operational role with a clear boundary. Running, maintaining or improving something that already exists belongs to this team. Designing or building something new belongs to our AI Enablement and project teams, and you escalate it to them.

The team also supports external clients who use our managed Genesys service. Once a client's platform is live, you are their first point of contact for support.

At a glance:

Team: Contact Centre Products, RelateCare IT
Reports to: Contact Centre Telephony Manager, based in Puerto Rico
Location: Puerto Rico
Working pattern: Follow-the-sun model, Monday to Friday. In Puerto Rico you work a normal local working day.
On-call: Shared on-call rota covering evenings, nights and weekends, for major (P1) incidents and disaster-recovery invocation only. An on-call allowance is paid.
Platforms: Genesys Cloud (primary), Mosaic Voice, SuccessKPI, 8x8 and Bandwidth.

What you will do:

Access and service requests

Create, change and remove users on Genesys Cloud, and assign roles, permissions, groups, phones, sites and licences on a least-privilege basis.
Own the front of the request queue: log, triage and resolve Level 1 and Level 2 requests within SLA, including first-line sign-in issues, and hand over anything harder with clear notes.

Genesys Cloud configuration and routing

Create and maintain queues, skills, languages, groups, wrap-up codes, prompts and business hours, and adjust routing within existing strategies.
Maintain existing Architect flows, scripts and workflows, and deploy like-for-like inbound, outbound and campaign changes under change control.
Improve what is already there: tune existing queues and campaigns, refine dashboards and keep roles and permissions clean.
Publish and maintain knowledge articles, run outbound campaign lists and schedules, and maintain existing digital channels, email routing and recording policies.

Telephony, carrier and disaster recovery

Administer numbers and DIDs, including emergency number changes, and run Bandwidth carrier operations: provisioning and porting, trunk and connectivity monitoring, carrier tickets and failover.
Run 8x8 disaster-recovery readiness, testing and failover.

Quality, analytics and live AI tools

Provide Level 1–2 support and administration for Mosaic Voice (users, licences, basic settings and troubleshooting), and maintain SuccessKPI dashboards, reports and scorecards.
Keep live AI-assist tools and integrations running: Agent Copilot queue assignments, permissions and health monitoring, and integration credentials and failure monitoring.

Monitoring, incidents and records

Run daily health checks across the products, the carrier and disaster recovery. Investigate and resolve Level 2 incidents, and escalate true faults to your manager, the project team or the vendor.
Contribute to root-cause and trend analysis, and keep configuration records and standard operating procedures accurate so the work is repeatable and auditable.

Vendors, clients and cover

Act as day-to-day contact for our external Genesys managed service provider: raise and track cases, review the changes they deliver before go-live, and escalate when turnaround slips.
Act as the service desk for managed-service clients once their platform is live: resolve Level 1–2 issues directly and escalate the rest, to the same standard as internal support.
Support those clients with workforce management advice (forecasting, scheduling and a weekly performance review) and quality upkeep (Mosaic Voice call maps, scorecards and trend reporting).
Cover colleagues across the team, and deputise for the Contact Centre Telephony Manager when required.

What you bring:

Essential

Hands-on Genesys Cloud administration across users, roles, queues, routing, Architect flow maintenance and telephony administration. Strong experience on a comparable cloud contact-centre platform will be considered.
Experience resolving Level 1 and Level 2 platform and access issues, and making configuration changes safely in a live environment.
A working understanding of contact-centre operations (routing, skills, wrap-ups, recording) and