Austin,TX

DatePosted : 3/27/2024 2:16:58 PM

Job Description

Candidate will demonstrate professionalism and leadership in representing HHSC Enterprise Telecom to customers and vendors.

• Utilizes high level expertise to address more difficult situations, both from a technical and customer service perspective.
• Provides support and guidance to more junior team members, particularly for challenging and sensitive assignments.
• Provides support and guidance to team members, particularly for challenging and sensitive assignments.
• Assesses customer needs and makes configuration recommendations.
• Setup and configuration from a selection of Genesys products, as well as other select vendors, for our client base.
• Opens and/or manages vendor support tickets.
• Interacts closely with Project Management to deliver projects that are done on time and on budget.
• Handles Project Management duties for select projects, including: Meeting with customers to review project scope and validate design; Determining tasks to be completed and completing data collection; Maintaining issues and change log; Coordinating with management on out of scope requests and change orders; Following up to ensure timelines and project requirements have been met.
• Updates Genesys Cloud configuration to reflect changes in system configuration.
• Conducts system set-up as required.
• Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
• Provides technical pre-sales engineering assistance as needed

SALARY RANGE: 110K - 130K Per Annum

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.

Required Experience
8 Required Telephony/VoIP experience with a focus on Contact Center applications
8 Required Experience with a focus on cloud based contact center applications CCaaS
8 Required Experience with Genesys CX Cloud installation, implementation and configuration
8 Required Advanced hands-on experience in migration strategy planning and execution from a legacy on premise/ hosted contact center platform to a CCaaS Genesys platform.
8 Required Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
8 Required Strong understanding of communication infrastructure, device compatibility and integration with CCaaS platforms.
8 Required Hands on experience and knowledge with cloud providers (Genesys, Google Cloud, AWS).
8 Required Strong proficiency with configuring and optimizing cloud platforms for telecom applications, ensuring performance, reliability, and security
8 Required Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions.
8 Required Ability to provide technical expertise and guidance to internal teams and external customers on cloud-based solutions.
8 Required Ensure compliance with regulatory requirements and industry standards for financial institutions implementing services in the cloud.
8 Required Ability to quickly adapt to changes in process, requirements, goals, and organizational change.
8 Required Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
8 Required Improves systems by studying current practices, designing modifications. Recommends controls by identifying problems; writing improved procedures.
8 Required Prepares technical reports by collecting, analyzing, and summarizing information and trend.
8 Required Provides engineering support for large-scale 24x7 operational environment, including off-hours
8 Required Advanced verbal and written communication skills.
8 Required Effective organizational, planning and time management skills.

Preferred Experience
4 Preferred Work with developers on reporting, API integration, 3rd party app integration. Expertise on full set of Genesys API (ex. Analytics. BI, user management, etc.)
4 Preferred Strong proficiency with monitoring and troubleshooting telecom services and infrastructure in the cloud, addressing performance issues and outages promptly
4 Preferred Advanced database and presentation software skills.
4 Preferred Advanced research, analytical, and problem solving skills.
4 Preferred Genesys cloud certified