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Senior Genesys Contact Center Support Engineer

Posted 7 months ago

This North American financial services industry leader has an immediate 6 month contract-to-hire opportunity in Arlington, TX for a Senior Contact Center Support Engineer with Genesys Cloud platform experience and certification (Genesys Cloud Certified Associate).  Will be working 100% remotely initially but will require working onsite in Arlington, TX two days/week after conversion. As Sr Contact Center Support Engineer you will design, configure, implement and support Contact Center applications and technologies. Contact Center portfolio includes Cloud CCaaS, PBX, IVR, CTI, Dialer, Omni-Channel, Call Recording, SBC and VoIP/SIP Endpoints. The Sr Contact Center Support Engineer provides subject matter expertise around specific technologies within this portfolio. The Sr Contact Center Support Engineer will provide technical guidance to other members of the Contact Center development team and will interact with multiple levels of leadership within IT as well as business stakeholders. As a member of the CCaaS Agile team, you will provide advanced level technical support including design, configuration, troubleshooting, implementation, support, and problem management.  Will coordinate with vendors and cross functional teams regarding contact center applications. Will research, evaluate and recommend communications options in services, systems and emerging technologies as needed.   Will establish working relationships with technical, business and sourcing counterparts.  Will adhere to and promote compliance to all security policies and procedures, and promote a cooperative and productive work environment.   Must be able to work on call, after hours and/or weekend work as needed, and occasional travel is possible.

This position requires:

  • 2-5 years experience in Contact Center Environment working with Genesys Cloud platform and its capabilities.
  • Genesys Cloud Certified Associate
  • Advanced knowledge of CCaaS cloud technology, Genesys Cloud App Foundry, etc.
  • Advanced knowledge working with contact center technology and applications.
  • Advanced experience in contact center environment working with Genesys Cloud platform and its capabilities including (but not limited to) Workforce Force Management (WFM), Queuing/Routing, Call Flow, Conversational flows using Genesys Cloud Architect and Outbound Dialer Campaigns.
  • Knowledge of integrating Genesys Cloud with CRM solutions.
  • Knowledge of security methodologies, policies, standards, and best practices.
  • Knowledgeable of best practices in information technology governance and regulatory landscape for financial institutions.
  • Working knowledge of the Corporate Business solution environment.
  • Significant experience in a large and complex business environment.
  • Advanced knowledge of information technology systems, infrastructure, and operations.
  • Knowledge of Agile Software Development Methodology and practices.
  • Strong people skills including the ability to interact with employees at all levels.
  • Excellent written and oral communication skills.
  • Ability to meet expected delivery dates and the tasks necessary to achieve objectives.
  • Advanced analytical skills necessary to research and solve complex system, application, or business problems.
  • Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethic.
  • Interpersonal skills necessary to mentor and guide other Contact Center Engineers.
  • Proven ability to independently develop and analyze alternative solutions and make recommendations.
  • Ability to work in collaborative agile environment toward a common vision or goal.