Genesis10
Genesis10 is seeking a Sr. Operations Contact Center Engineer for our client in the Wealth Management industry. This Direct Hire position is located in Tampa, FL.
As a Senior Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform. You will troubleshoot Genesys Cloud CX platform issues, CRM platform integrations, analytic applications, and collaborate with team members to uphold the platform's effectiveness in meeting business needs and continue business operations. You will participate in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions. You will report to the Enterprise Contact Center Application Manager.
Responsibilities
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and analytics
Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirement
Work closely with team lead on standardization of processes and standards
Conduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologies
Define and manage user roles and permissions in system to meet business requirements
Define and manage contact center operational reports and business facing reports.
Proficient in write, maintain and execute performance test scenarios, strategy and document test status and results
Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements
Collaborate with Support Teams to ensure proper integration with third-party solution like Salesforce, Cisco UC, Observe.AI, PureInsight, AudioCodes
Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels
Lead technical troubleshooting sessions to restore service, manage incidents, and take the team lead, stakeholders through the process
Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users
Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability
Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support
Requirements
6+ years of experience Supporting Genesys Call Center platform.
5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments
Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
Experience implementing and supporting BYOC integrations with CCAAS
Scripting and use of automation optimizing repeatable tasks by REST APIs
Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
Integration support with Salesforce and ServiceNow
Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
Genesys training and certification
Knowledge of telephony platforms such as Cisco Unified Communications, Cisco Client, WedEx Calling and Audio Codes
W2 Status Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.
Benefits of Working with Genesis10
Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF & Illinois)
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Responsibilities
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and analytics
Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirement
Work closely with team lead on standardization of processes and standards
Conduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologies
Define and manage user roles and permissions in system to meet business requirements
Define and manage contact center operational reports and business facing reports.
Proficient in write, maintain and execute performance test scenarios, strategy and document test status and results
Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements
Collaborate with Support Teams to ensure proper integration with third-party solution like Salesforce, Cisco UC, Observe.AI, PureInsight, AudioCodes
Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels
Lead technical troubleshooting sessions to restore service, manage incidents, and take the team lead, stakeholders through the process
Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users
Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability
Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support
Requirements
6+ years of experience Supporting Genesys Call Center platform.
5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments
Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
Experience implementing and supporting BYOC integrations with CCAAS
Scripting and use of automation optimizing repeatable tasks by REST APIs
Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
Integration support with Salesforce and ServiceNow
Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
Genesys training and certification
Knowledge of telephony platforms such as Cisco Unified Communications, Cisco Client, WedEx Calling and Audio Codes
W2 Status Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.
Benefits of Working with Genesis10
Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF & Illinois)
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
#J-18808-Ljbffr