About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Key Responsibilities:
- Provide support and troubleshooting for Genesys-related issues.
- Configure and manage users, roles, permissions, and divisions to ensure secure access control.
- Configure and manage ACD skills, groups, and queues.
- Analyze reports and call trends to investigate call-related issues.
- Assist with DID mapping, extensions, and number management.
- Document configurations, procedures, and troubleshooting steps.
- Configure and support dynamic prompts and policies.
- Review audit logs and Genesys logs for troubleshooting and root cause analysis.
- Utilize Genesys Reporting and Analytics for investigation and reporting.
- Troubleshoot and analyze call routing and routing logic.
- Support and troubleshoot Microsoft Teams Calling and softphone-related issues.
- Perform call testing and validation using Cyara.
- Manage and track incidents, service requests, and changes through ServiceNow.
- Troubleshoot inbound and outbound calling issues, caller ID, ANI/DNIS, transfers, and call forwarding.
- Coordinate with L2, L3, vendors, and carriers for issue resolution and escalations.
- Support queue, user, and telephony configuration changes in Genesys Cloud.
- Assist in diagnosing telephony, routing, and carrier-related issues through log and call analysis.
- Maintain operational documentation, SOPs, and knowledge articles.
Skills Required:
- Genesys Cloud Administration and Support
- Microsoft Teams Calling
- ServiceNow (SNOW)
- Cyara Testing
- Call Routing and Telephony Concepts
- Reporting and Analytics
- Audit and Log Analysis
- Incident and Problem Management
- Documentation and Process Management
- Strong Troubleshooting and Communication Skills
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
