The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.

• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.

• Ability to maintain a strong vendor communication/relationship.

• Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.

• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.

• Work with business stakeholders to understand requirements and develop solutions.

• Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.

• Perform walkthrough of delivery scope to the development team and getting it implemented.

• Preparing project plan, action trackers and ensure timelines are met.

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

6

Required

Experience within Telecommunication having worked on Contact Center Technologies.

6

Required

Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.

6

Required

Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).

6

Required

Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.

6

Required

Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.

4

Required

Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.

4

Required

Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.

4

Required

Drive the decision-making processes for Call Center Design, Implementation and Support.

4

Required

Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.

4

Required

Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.

4

Required

Genesys on prem to cloud migration experience required.

4

Required

Integrate Genesys Cloud with other systems and applications.

4

Required

Maintain and support Genesys Cloud solutions.

2

Preferred

Work with business stakeholders to understand requirements and develop solutions.

2

Preferred

Stay up to date on Genesys Cloud technologies and best practices.

2

Preferred

Implement network security.

2

Preferred

Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.

2

Preferred

Walkthrough of delivery scope to the development team and getting it implemented.

2

Preferred

Conducting train, the trainers program.

2

Preferred

Managing and helping the development team.

2

Preferred

Preparing project plan, action trackers and ensure timelines are met.

2

Preferred

Implement SBC solution.

2

Preferred

Install, Configure, test SBC across regions.

Job Type: Contract

Pay: $60.00 - $70.00 per hour

Experience level:

• 7 years

Experience:

• deep knowledge of Inbound and Outbound call routing.: 7 years (Preferred)
• Routing logic experience, configuration of Queues: 7 years (Preferred)
• Real time troubleshooting IVR call flow, telephony, quality: 7 years (Preferred)
• routing, agent creation, IVR, phone queues and reporting.: 7 years (Preferred)
• Genesys Architecture and Integration: 5 years (Preferred)
• Architect Call flows, IVRs, skills, permissions,roles: 5 years (Preferred)
• Genesys on prem to cloud migration: 5 years (Preferred)
• Maintain and support Genesys Cloud solutions: 5 years (Preferred)

Ability to Relocate:

• Austin, TX 78701: Relocate before starting work (Required)

Work Location: In person