Requirements

Expected technologies

Genesys

Optional technologies

SQL

Cassandra

Our requirements

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Bachelor's degree with emphasis in Computer Science or Information Technology with at least 10 years of progressively responsible positions in Contact Center solution technologies.
• Development experience using Genesys on premise, Genesys Cloud, Nice or other Contact Center technologies would be preferred.
• Experience with or knowledge of the NICE/Verint/Genesys Workforce or call recording solutions.
• Strong ability to troubleshoot issues in Genesys/NICE contact center technology platforms
• Design and Develop Routing Applications for Voice and Multi-Channel on cloud and on-premise platform
• Database knowledge pertaining to SQL and Cassandra will be considered a plus.
• Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence.
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position.
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations.
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.

Your responsibilities

• Development and maintenance of the Contact Center Technology solutions specializing in Genesys Engage and Cloud but not limited to it.
• Implementation and execution of Contact Center strategy for voice, chat and email channels.
• Owns the shared responsibility of platform availability, day to day operations and security.
• Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.
• Maintain open communication with internal staff and vendors such as Genesys Tech Support.
• Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers.
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.
• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.