18 days old

Senior Genesys Solutions Consultant

Remote, OR 97458
  • Job Code
    574453
  • Payrate
    $77 To $87

Genesys Solutions Consultant The scope of the data center based solution includes Cisco Voice over IP (VoIP), Genesys Interactive Voice Response (IVR), Genesys Call Routing, NICE call recording, Aspect agent scheduling, NICE Performance Management (a.k.a Merced reporting), Genesys Interactive Insights/Business Objects for reporting, Intradiem for online agent training. Verizon is our key partner responsible for configuring and maintaining the solution. We are looking for a designer/subject matter experts with in depth knowledge of Genesys Call Routing and call routing. The key responsibilities for these positions would include: 1) Being engaged as part of the troubleshooting/incident management process for Production issues related to Genesys. The resource would need to be able to lead the troubleshooting process and not simply act as a supporting resource. 2) Problem (as defined by ITIL) resolution including identification or root causes and design of the solution(s) to resolve Problems. 4) Gathering and documenting business and technical requirements. This would include leading requirements analysis meetings and being the primary author of requirement analysis documentation 5) Development of detailed design documentation. Conducting iterative reviews and revisions of this design documentation with the business and technical stakeholders. 6) Reviewing design documentation prepared by the vendor and ensuring that the proposed design will meet the business objectives, that the design is the best available approach, and validating that the effort estimate proposed by the vendor matches the expected work effort. 7) Supporting the development and deployment activities through validation of test cases and test results and providing detailed validation from the design process on the detailed working of the system. 8) Acting as an on demand resource to provide expertise regarding Genesys Education - Bachelor's degree or equivalent experience Key qualifications/experience: 1) Deep subject matter expertise on Genesys call routing/call delivery for a minimum of 5-10 years 2) Experience supporting a medium to large call center environment 3) Presence/stature to lead troubleshooting and design discussions in front of senior executives and business partners 4) Ability to communicate technical materials related to Genesys succinctly to a non-technical/semi-technical audience in written communications, in person, and on conference calls 5) Previous experience working in a consulting/pre-sales or similar capacity interfacing with very technical colleagues, business contacts and IT leadership 6) Previous experience working in a complex Enterprise environment with a matrixed reporting structure 7) Ability to travel to work with representatives at any of the different call centers coast to coast.


Enterprise Architect - Contact Center Healthcare is undergoing tremendous change and transition, and Client is set to meet these challenges. Within client Information Technology is moving to a model that brings our focus and methods closer to those of our business partners and common systems across the enterprise. Client's Contact Center Strategy (CCS) is defining the future state for its major member facing contact centers. Client's CCS establishes and deploys standard technology platforms across contact centers, allowing seamless call routing based on unique member needs, greater efficiency in handling peak call volume, and better preparation for disaster recovery. The execution of Client's CCS will not only help client to better serve its customers, it will also provide an improved work environment in its contact centers through the development of common processes and industry standard capability The Contact Center Strategy group within the Infrastructure Management Group (IMG) is looking for an exceptional Enterprise Architect for supporting the Enterprise Telephony Infrastructure platform (i.e. virtualization of multiple call centers, multi-channel access, intelligent routing, computer telephony integration, telephonic and web self-service, and common/intelligent desktops, Virtual Hold, etc.). The Enterprise Architect will report to the Director of Architecture. Key Technologies - Cisco (voice gateway, IP Communicator, CUCM, CDR, Unity and Right-Fax) - Genesys (GVP, SIP-Server, URS, Info-Mart, T-Server, Interactive Insights, CC Pulse, SMS, Co-browser, Chat and Nuance TTS) - Virtual Hold Technologies (VHT) - Nice (QM, Real-time Privacy Control, Interaction Analytics) - VMWare Architecture knowledge required Responsibilities The Enterprise Architect help shape on-going Contact Center Strategy development and ensure alignment with architectural standards and business needs. Key to success is the ability to communicate complex technical subjects clearly and simply, and to collaborate with business and IT peers. The successful candidate shall have experience monitoring system performance and required processes across a complex ecosystem to proactively identify and resolve issues. Essential Functions: - Overall 7 years of experience with contact center domain on Genesys - At least 7 years of experience in technology consulting, enterprise and solutions architecture and architectural frameworks - Should have 7 years of experience in Genesys framework, T-Server/SIP deployment and troubleshooting, Genesys routing strategies, Genesys SIP server 8.X, Genesys ORS, Genesys Reporting InfoMart, CCPulse, Advisor, GI2,Genesys eServices / Multimedia,Genesys Outbound, Genesys Framework 8.1 and up, Genesys Composer, Cisco Unified Communication Manager, and Virtual Hold Technologies - Several years of experience with Cisco, Oracle, Web Services, Linux, IVR and VoIP technologies is a plus - Ability to work in both team and individual contributor role - Solid organizational and communication oral and written skills - Experience in defining new architectures and ability to drive an independent project from an architectural stand point - Experience and desire to work in a management consulting environment that requires regular travel - Should be willing to learn new technologies and mentor junior members of the team Basic Qualifications: Experience - Minimum eight (8) years of progressively responsible management experience in planning, budget/financial management, and staffing. - Minimum eight (8) years of related IT experience including IT Project Management. Education - High School Diploma OR General Education Development (GED) required. License, Certification, Registration - N/A Additional Requirements: - Advanced knowledge of own area of functional responsibility and full knowledge of multiple related IT functions.

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  • Information Technology

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Senior Genesys Solutions Consultant

Randstad Technologies
Remote, OR 97458

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Senior Genesys Solutions Consultant

Randstad Technologies
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