Lendbuzz

Lendbuzz: AI-based auto finance platform providing fair credit access for diverse clients and supporting dealership partners.

Diversified Financial Services

Financials

51-250 (180)

Founded 2015

$1100M raised

19 open positions

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Genesys WFM/Dialer Manager

8 hours, 9 minutes ago

Anywhere

Full-time

Mid Level

Operations Manager

Project and Program Management

Apply Now

Lendbuzz

Lendbuzz: AI-based auto finance platform providing fair credit access for diverse clients and supporting dealership partners.

Diversified Financial Services

51-250

Founded 2015

$1100M raised

View All Jobs 19

Description

Administer and maintain the Genesys Cloud CX platform, including users, roles, skills, queues, permissions, and system configurations.
Serve as the first point of contact for platform issues and manage escalations with Genesys Support.
Partner with Product to define flow requirements and conduct user acceptance testing (UAT) for operational readiness.
Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
Execute and optimize voice, digital, and AI-enabled campaigns to support business initiatives.
Monitor and improve blended contact center performance against inbound and outbound KPIs.
Oversee automated and manual contact list imports, ensuring data integrity and correct field mapping.
Lead workforce management configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
Monitor real-time adherence and shrinkage, working with operations supervisors to correct issues and improve SLA performance.
Document contact center processes and changes, and translate performance data into actionable recommendations.

Requirements

3-5 years of experience administering the Genesys Cloud CX platform.
Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
Proven experience transitioning AI-driven solutions from pilot to stabilized, high-volume production environments.
Working knowledge of compliance and regulatory protocols such as TCPA, FDCPA, and STIR/SHAKEN.
Proficiency in Google Sheets and/or MS Excel, with the ability to translate data into actionable recommendations.
Detail-oriented with strong organizational and problem-solving skills.
Excellent communication and collaboration skills.
Experience in the auto lending industry or financial services preferred.
Genesys Cloud CX Professional (GCP) or Specialist certification preferred.

Benefits

Full-time remote work arrangement.
Competitive salary of $90,000 to $100,000 per year.
Opportunity to work on AI-enabled initiatives and strategic platform improvements.
Background check process with individualized assessment after offer acceptance.

Interested in this position?

Apply directly on the company website

Apply Now

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