Hybrid work at Austin, Texas 78751

Texas Health and Human Services Commission.

Duration: Services are expected to start 05/15/2024 and are expected to complete by 08/31/2024

Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above.

Job Description:

• This contract may continue through August 2025.
• This position will serve as the Application Architect II for HHSC state owned Genesys CX3 CCaaS Cloud solution.
• Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience.
• It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities.
• This position will work closely with HHSC resources and vendor resources for support and management of the platform.
• This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.
• 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.

Required Skills:

• Experience within Telecommunication having worked on Contact Center Technologies.
• Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
• Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
• Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
• Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
• Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
• Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
• Drive the decision-making processes for Call Center Design, Implementation and Support.
• Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
• Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
• Genesys on prem to cloud migration experience required.
• Integrate Genesys Cloud with other systems and applications.
• Maintain and support Genesys Cloud solutions.

Preferred Skills:

• Work with business stakeholders to understand requirements and develop solutions.
• Stay up to date on Genesys Cloud technologies and best practices.
• Implement network security.
• Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
• Walkthrough of delivery scope to the development team and getting it implemented.
• Conducting train, the trainers program.
• Managing and helping the development team.
• Preparing project plan, action trackers and ensure timelines are met.
• Implement SBC solution.
• Install, Configure, test SBC across regions.