ADP is hiring a Service Technology Product Manager

 

Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves? Are you intrigued by technology and how it can help solve business problems?

Well, this may be the role for you.

 

In this role, you will be a part of the team that is responsible for the success of the HROs Omni Channel communications program.  This program includes Genesys Voice and Chat channels and IVR as well as Co-Browse and aligns with Salesforce as the HCM platform.  You will be a part of the team that maintains and supports these networks and implementing new and innovative technologies throughout the HRO ADP’s service reputation and client satisfaction will be in your hands.

Every day activities will include serving as the resident expert for Genesys Cloud capabilities;  providing day-to-day support, proactive maintenance and troubling shooting for complex IVR system issues and performing root-cause analysis. 

In addition, you will be evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation.  Also included in this will be aligning with other infrastructure teams in planning, design, tasks, and projects and supporting customer acceptance testing activities and troubleshoot/correct any issues related to these changes.

To thrive in this role, you will have a background in Genesys telephony and administration and experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM.)  Having an understanding of supporting technologies such as remote and virtual desktop management, and those technologies needed to operate customer contact centers as well as a good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics will serve you well. You will find not only a career here but lasting friendships in a company that values inclusion.

 

 

Experience:  At least 3 years of experience in relevant skills gained and developed in the same or similar role.

 

TO SUCCEED IN THIS ROLE:

At least two years of administrator / technical support experience with Genesys or similar technology. Understanding of business processes and how they relate to customer experience technology Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers Strong analytical and problem-solving abilities Strong work ethic and a team player Enthusiasm toward technology, willingness to learn Works to achieve goals while overcoming obstacles and/or planning for contingencies Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We're obsessed with the art of achieving simplicity with a focus on client happiness and productivity. Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes. Act like an owner & doer. Mission-driven and committed to leading change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands-on and willing to master our craft. Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP's Philanthropic Foundation. Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.

What are you waiting for? Apply today!

Find out why people come to ADP and why they stay: https://youtu.be/ODb8lxBrxrY

(ADA version: https://youtu.be/IQjUCA8SOoA )

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.