• Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions. • Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off. • Analyze complex business and technical challenges to define scalable and effective solution architectures. • Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate. • Configure and optimize Genesys Cloud environments to align with changing business and operational needs. • Lead the planning and execution of contact center deployments, migrations, and system upgrades. • Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors. • Support production readiness activities and ensure smooth transition of contact center solutions into live environments.

• Design and configure Genesys Cloud Workforce Management capabilities, including scheduling rules, compliance monitoring, and real-time management configuration. • Participate in Genesys Cloud WFM implementations and deployments, including configuration, testing, and go-live support. • Support operational teams through training, knowledge-transfer sessions, and enablement documentation to ensure effective adoption of WFM tools. • Facilitate change management activities during the transition to new WFM processes and tools. • Collaborate with operations leaders and stakeholders to ensure WFM configuration aligns with operational goals and service level expectations. • Provide stabilization and post-go-live hypercare support as teams transition to the new environment.

• Support operational change initiatives related to CX platform adoption, helping teams transition to new tools, processes, and operating models. • Contribute to change communication and adoption strategies for platform rollouts, feature releases, and operational updates. • Design and deliver enablement programs that support onboarding, role readiness, and adoption of Genesys Cloud CX and related CX technologies. • Develop learning materials such as playbooks, guides, presentations, and e-learning content explaining contact center operations, platform capabilities, and best practices. • Facilitate live and virtual training sessions for internal teams and clients, ensuring a clear understanding of platform features and operational workflows. • Collaborate with CX Delivery, Customer Success, and Technical teams to ensure enablement content reflects real implementation scenarios and business priorities. • Monitor training participation, knowledge retention, and platform adoption indicators, using insights to continuously improve enablement programs. • Maintain learning materials in LMS platforms and knowledge bases, ensuring content remains current with platform updates.

Role Description ADTRAV is seeking Travel Consultants to be responsible for all aspects of travel management for our clients. This includes conversing with customers through multiple communication channels to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required. The Travel Consultant will also be responsible for booking and issuing domestic and complex international airline itineraries, hotel reservations, and car and train reservations through a GDS system. - Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries. - Utilize Sabre to book and issue airline, hotel, car, and other reservations, accurately and efficiently. - Maintain sufficient account knowledge to assist clients without delay. - Check queues daily to ensure accuracy and that all issued tickets are complete. - Maintain service non-stop programs such as preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals. - Provide travel expertise to clients. - Send quotes for international travel; break rules down to see if there are restrictions or are non-refundable, understand open skies and FAA rules. - Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule. - Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed. - Follow ADTRAV policies, procedures, and approved workflows on how to service travelers. - Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues. - Communicate effectively with other agents and employees to solve problems, gather information, and service travelers. - Become knowledgeable in ADTRAV's industry and customer base. - Participate in ongoing training to continuously build knowledge and skills in the industry. - Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients. - Adhere to company policies and procedures. - Other duties as assigned. Qualifications - High school diploma or equivalent required. - At least 2 years of experience booking domestic and international travel; complex international a plus. - Experience using a GDS System; Sabre required, Amadeus a plus. - Highly knowledgeable of city, airline, hotel, and car rental codes. - Understanding of federal travel regulations, Fly America Act and Open Skies Agreement. - Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys. - Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time. - Ability to consistently deliver excellent customer service, internally and externally. - Experience with Microsoft Office suite (Outlook, Word, Excel). - Excellent English written and verbal communication skills. - Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed. - Strong attention to detail with emphasis on accuracy and quality. - Highly self-motivated and able to manage multiple priorities simultaneously and complete tasks with minimal supervision. - Strong organizational and problem-solving abilities. - Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed. - Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively. - Ability to work remotely and meet the company home-office requirements. - Able to sit and work at a computer for extended periods of time, without leaving the work area. - Be able to successfully attend and pass new hire and department specific training. - Able to maintain confidentiality of company and client information. - Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work some weekends and holidays as needed. - Able to successfully pass a credit, criminal, and/or employment reference background check. Requirements - The pay range for this position is $24-$27/hour. Pay is based on the team, and experience booking corporate and complex international travel. - There are opportunities for quarterly bonuses based on meeting outlined KPIs. Benefits - ADTRAV offers a competitive benefits package that includes: - Medical, dental, vision, life, disability. - Flexible Spending Accounts. - 401(k). - PTO. Company Description ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.