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Job Description

Job Description

Contact Center Technology Solutions (CCTS) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework.   Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys suite of technologies with Genesys experience a must.

Responsibilities:

• Development and maintenance of the Contact Center Technology solutions specializing in Genesys Engage and Cloud but not limited to it.

• Implementation and execution of Contact Center strategy for voice, chat and email channels.

• Owns the shared responsibility of platform availability, day to day operations and security.

• Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.

• Maintain open communication with internal staff and vendors such as Genesys Tech Support.

• Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers.

• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.

• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Bachelor's degree with emphasis in Computer Science or Information Technology with at least 10 years of progressively responsible positions in Contact Center solution technologies.
• Development experience using Genesys on premise, Genesys Cloud, Nice or other Contact Center technologies would be preferred.
• Experience with or knowledge of the NICE/Verint/Genesys Workforce or call recording solutions.
• Strong ability to troubleshoot issues in Genesys/NICE contact center technology platforms
• Design and Develop Routing Applications for Voice and Multi-Channel on cloud and on-premise platform
• Database knowledge pertaining to SQL and Cassandra will be considered a plus.
• Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence.
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position.
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations.
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.