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  • 1.  Salary ranges for your internal Genesys support staff

    Posted 08-17-2022 17:05
    Hi Everyone, 

    If this is not the proper place for this conversation please just let me know, but I am looking to get input from others about the salaries they pay their staff that support the Genesys platform.  Long story short, when we launched Genesys we shifted the majority of the support out of IT and into the business.  I am trying to do is ensure my associates are being paid fairly for the work they are doing so I am hoping people won't mind sharing the salary ranges if you have any of the following roles:
    • Genesys System Administrator
    • Genesys Developer
    • Genesys Architect
    I've begun the search on sites like glassdoor.com, but I was hoping to connect with people and get some real life examples if possible.  Thanks in advance!
    #Unsure/Other

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    Jason Lorden
    Independent Health Association, Inc.
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  • 2.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-20-2022 04:13
    Hi Jason

    I think even if you got a large number of people responding to this, you'd find the answers would be all over the map.  Salaries can understandably vary by a number of things:

    • Do they have certifications?
    • Are they specialised in certain areas of the contact centre/Genesys?
    • What is the local (regional and country) market like for Genesys skilled support staff?
    • In the case of "developer" roles, are they building bespoke, custom applications or making use of the APIs to carry out functions?  If it's true development, is that using programming languages where that skill might also be in demand in your region/country?  Do they also do development work that ties into things like AWS Lambdas etc
    • How many other organisations in your region/country are running Genesys?
    • What is the Genesys vendor/partner space like in your area?
    • What is the person's experience in the industry or with Genesys?
    • Probably the least popular one - If that person was to leave tomorrow, what impact would that have on the company and how quickly could you replace them? 
    • If you went to a vendor/Genesys partner/recruitment or contractor agency for the same work, what would that rate be in your area?

    Having been on all sides of the fence as an "internal" business SME/admin/architect, in an outsource/vendor company, and in some management capacity over the years, one of the challenges was usually in trying to fit this type of role in with fixed positions and salary bands a company's HR department has.  I've seen salaries for the three roles you've mentioned vary even within the same city by as much as $30k (USD).  That disparity could be caused by any of the above questions really.

    Depending on the person's responsibilty within these roles, there's some overlap with other traditional roles like Solution Architect, Product/Platform Owner, Systems Analyst, Business Analyst, Full Stack Developer, etc.  Those roles themselves can also vary on different salary bands.

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    Vaun McCarthy
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  • 3.  RE: Salary ranges for your internal Genesys support staff

    GENESYS
    Posted 08-21-2022 13:22
    Hi Vaun,

    I completely get Jason's question as I had a customer ask me something similar in TX.  Frankly, it would be good to have some ranges to provide our customers.

    Thank you,
    Jo

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    Johanne Ibsen-Wolford
    Genesys - Employees
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  • 4.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-22-2022 14:54
    Hi Vaun!   

    Thanks for your response.  I do understand there can be a large range based on role responsibility, experience, etc.  I was just looking for some ballpark info.  

    Thanks!

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    Jason Lorden
    Independent Health Association, Inc.
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  • 5.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-22-2022 08:52
    Hi Jason,
    This is a good question to ask.  We have done the same thing in our organization.  I am on the business side and fill all three of the roles you mentioned above.  I also am responsible for monitoring a large call center (1,576 licenses) for production daily among other things.  I've put answers to some of Vaun's questions below to give you an idea of my experience level in conjunction with my salary.  I make $77k/year.  Hope that helps!
    • Do they have certifications?
      • No
    • Are they specialised in certain areas of the contact centre/Genesys?
      • No, I'm responsible for overall management of the entire thing
    • What is the local (regional and country) market like for Genesys skilled support staff?
      • We have some IT staff that provide back up but they more often than not come to us for support rather than the other way around. 
    • In the case of "developer" roles, are they building bespoke, custom applications or making use of the APIs to carry out functions?  If it's true development, is that using programming languages where that skill might also be in demand in your region/country?  Do they also do development work that ties into things like AWS Lambdas etc
      • I do not do any of this but our IT department does
    • How many other organisations in your region/country are running Genesys?
      • I don't know the answer to this outside of Missouri.  We have several departments that run Genesys. 
    • What is the Genesys vendor/partner space like in your area?
      • If we run into something we're not sure how to do, we rely heavily on the Community.  Otherwise, we would have to engage in an SOW. 
    • What is the person's experience in the industry or with Genesys?
      • I have 15 years call center experience and a little over a year of Genesys experience now. 
    • Probably the least popular one - If that person was to leave tomorrow, what impact would that have on the company and how quickly could you replace them? 
      • I have two back ups that I train on just about everything I do daily with the exception of some Architect updates.  If I left tomorrow and all the organization needed was small changes, those two could easily handle it but any flow changes would have to be done by someone else. 
    • If you went to a vendor/Genesys partner/recruitment or contractor agency for the same work, what would that rate be in your area?
      • No idea lol. 


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    Nichole Conway
    State of Missouri - Family Support Division
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  • 6.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-22-2022 14:55
    Hi Nichole,  

    Thank you so much for taking the time to respond and share your information.  This will be extremely helpful! 

    Thanks again!

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    Jason Lorden
    Independent Health Association, Inc.
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  • 7.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-22-2022 12:16

    Hey Jason, good question. 

    Have you looked on Dice.com or Linked.com and searched for Genesys position in the job section?  Some posting will show salaries.



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    Jean Lam
    Bridgecrest Acceptance Corporation
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  • 8.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-22-2022 14:56
    Hi Jean, 

    So far I have just looked on glassdoor.com.  Thanks for these other recommendations!   

    Thanks!

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    Jason Lorden
    Independent Health Association, Inc.
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  • 9.  RE: Salary ranges for your internal Genesys support staff

    Posted 08-24-2022 10:16
    Part of the problem here is finding the right search term to use... I have found that searching for something like "Genesys Cloud Engineer" on these sites (whether salary comparison, or job advertisement) tends to mostly return results for Cloud Engineers at Genesys!

    I too am interested in this information (if only to verify I am being paid the right amount! :-D )


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