ADP · 6 days ago
Service Technology - Gen Cloud Administrator - Product Manager
Norfolk, VA
Full-time
Onsite
Mid Level
$51K/yr - $137K/yr
3+ years expADP is a comprehensive global provider of cloud-based human capital management solutions. In this role, you will be responsible for the success of the HROs Omni Channel communications program, which includes managing Genesys Voice and Chat channels and supporting contact center technologies.
Bookkeeping and PayrollConsultingHuman ResourcesOutsourcingPaymentsSoftware
Responsibilities
Serving as the resident expert for Genesys Cloud capabilities
Providing day-to-day support, proactive maintenance and troubleshooting for complex IVR system issues
Performing root-cause analysis
Evaluating/validating work requests
Documenting requirements and laying out design artifacts for implementation
Aligning with other infrastructure teams in planning, design, tasks, and projects
Supporting customer acceptance testing activities
Troubleshooting/correcting any issues related to these changes
Qualification
Required
At least 3 years of experience in relevant skills gained and developed in the same or similar role
3 to 5 Years of Directly Related Experience
Experience with Genesys telephony and administration
Experience with contact center technologies (e.g., Salesforce, routing, IVR, call recordings, and WFM)
Understanding of supporting technologies such as remote and virtual desktop management
Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
Experience noted above, OR Military Experience
Preferred
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
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
Benefits
Medical
Dental
Vision
Life Insurance
Matched Retirement Savings
Wellness Program
Short-and Long-Term Disability
Charitable Contribution Match
Holidays
Personal Days & Vacation
Paid Volunteer Time Off
And more
Company
ADP
ADP provides business outsourcing solutions that facilitate businesses in HR, payroll, and administration processes.
10001+ employees
H1B Sponsorship
ADP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (531)
2024 (386)
2023 (340)
2022 (523)
2021 (342)
2020 (353)
Funding
Current Stage
Public CompanyTotal Funding
$17.1B2025-06-27Post Ipo Debt· $7.05B
2025-05-06Post Ipo Debt· $1B
2024-09-05Post Ipo Debt· $1B
Leadership Team
Carlos Rodriguez
President & Chief Executive Officer
Maria Black
President and CEO
Recent News
Business Wire
2025-12-17
MarketScreener
2025-12-17
2025-12-16
Company data provided by crunchbase