Job ID: TX-529400972

Hybrid/Local Genesys CX Admin with Telephony/VoIP, Contact Center application/CCaaS, legacy migration, Architect Call flows, IVRs, AWS/Google Cloud Platform and API integration experience

Location: Austin, TX (HHSC)
Duration: 3 MOnths
Position: 1
Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above. Program will only allow candidates who are LOCAL ONLY.
Please do not submit candidates who are currently out of state and are planning to move to Texas. Candidates must already reside in Texas.

Skills:
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 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 Improved 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 247 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

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