Work Schedule

Standard (Mon-Fri)



Environmental Conditions

Office



Job Description




DUTIES:


Partner with stakeholders to facilitate collaboration between the business and technical teams to define and deliver solutions.


Review and support the development of Contact Routing requirements and solutions for various contact experiences.


Perform in-depth analysis to identify high-level business and functional documentation to support the development and QA processes while driving Contact Routing Solutions with the stakeholders.


Be a subject matter expert on the various systems, functions, and global processes by understanding the technology to the business in a non-technical manner.


Investigate and troubleshoot on issues for resolution.


Document and present updates to Senior Leadership team.


Partner with operations and Tech teams to identify, scope, and solve for immediate challenges as well as known considerations.


Develop and manage sprints and perform Release Management tasks.


Define and monitor KPIs on solutions to drive continuous improvement.


Design, develop, test, and implement contact center solutions for Genesys voice and eServices routing applications.


Deploy, upgrade, and support Genesys WDE click-once and configure WDE applications to enable various email, chat, and voice features.


around Genesys voice and eServices routing and ensuring the application availability.


Assist and participate in architectural design of platform.


Be able to create and justify budgets ($10 -> $250K).


Develop a staffing plan.


Develop 12-24 month team strategy.


Set goals and success metrics for individual team members.


Manage individual and team follow-up items.


Mentor and peer lower band teammates.


Summarize and communicate team and individual performance to direct manager.


Represent team and department in cross-functional projects/efforts.


Recommend and execute improvements to meet target PPI metrics.


Drive recruitment efforts for any open requisitions.


Ensure development of functional skills of team members.



TRAVEL: Willing to travel up to 25% domestic and international.



REQUIREMENTS:


Bachelor's degree or foreign degree equivalent in Electronic Engineering, Information Technology, or related field of study plus 6 years of experience in eCommerce, or related experience.


Required knowledge or experience with:


Genesys CME;


CC Pulse;


WDE;


IRD;


GAX;


eServices;


JIRA and Agile methodology;


Enterprise level architecture;


Physical security, network security architecture, and planning; and HTML, CSS, and JavaScript.