✦ Luna Orbit — IT Support & Helpdesk

Genesys Cloud Services Specialist (Hybrid)

at American Family Insurance Group

📍 WI Madison Hybrid 💰 $62K – $103K USD / year Posted March 13, 2026
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Position Details

Salary $62K – $103K USD / year
Type Full-Time
Experience mid
Exp. Years Not specified
Education Not specified
Category IT Support & Helpdesk

About this role

This role involves supporting Genesys Cloud contact center applications, troubleshooting issues, and maintaining vendor relationships in a hybrid work environment for an insurance company.

Key Responsibilities

  • Troubleshoot application issues
  • Support vendor relationships
  • Maintain documentation
  • Provide customer service
  • Technical leadership

Technical Overview

Technical scope includes Genesys Cloud platform, telephony systems, ITIL best practices, application diagnostics, and vendor support.

Ideal Candidate

The ideal candidate is a mid-level contact center support specialist with hands-on experience in Genesys Cloud and telephony systems. They possess strong troubleshooting skills, customer service orientation, and are willing to attain Genesys Cloud certification to enhance their expertise.

Must-Have Skills

Hands-on end user experience in telephony-intensive contact centerWillingness to grow and develop in a telephony field support roleGenesys Cloud certificationsupport or service experiencebasic knowledge of IT infrastructureITIL / service management

Nice-to-Have Skills

vendor relationship managementapplication diagnosticsservice desk diagnosticsjob aids creation

Tools & Platforms

Genesys Cloudvendor systemsapplication documentation tools

Required Skills

Genesys Cloudtelephonycontact centerITILsystem troubleshootingvendor supportapplication documentationcustomer service

Hard Skills

Genesys CloudGenesys Cloud certificationtelephonycontact centerITILsystem troubleshootingvendor supportapplication documentationcustomer service

Soft Skills

problem-solvingcustomer servicecommunicationtechnical leadershipcollaborationanalytical thinkingresults-orientedurgency

Certifications

Required

Genesys Cloud certification

Industry & Role

Industry Insurance
Job Function Contact center application support specialist

Keywords for Your Resume

Genesys CloudGenesys Cloud certificationtelephonycontact centerITILsystem troubleshootingvendor supportapplication documentationcustomer servicesupportapplication supporthybrid workcustomer satisfactionproblem resolutionvendor relationshipsproblem-solving

Deal Breakers

Lack of experience with Genesys Cloud, No telephony contact center experience, Unwillingness to obtain Genesys Cloud certification, No support or customer service background

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