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

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

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.

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

Job Types: Full-time, Contract

Salary: $80.00 - $90.00 per hour

Expected hours: 37.5 per week

Experience level:

• 10 years
• 11 years
• 9 years

Schedule:

• Monday to Friday

Application Question(s):

• Two professional references required for the Interview process -

Experience:

• Telephony/VoIP experience with a focus on Contact Center: 8 years (Preferred)
• focus on cloud based contact center applications CCaaS: 8 years (Preferred)
• Genesys CX Cloud installation, implementation: 8 years (Preferred)
• Architect Call flows, IVRs, skills, permissions, data points: 8 years (Preferred)
• cloud providers (Genesys, Google Cloud, AWS).: 8 years (Preferred)
• external customers on cloud-based solutions.: 8 years (Preferred)
• Ability to quickly adapt to changes in process: 8 years (Preferred)

Ability to Relocate:

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

Work Location: In person