Reference # 19-00084 Title Genesys Contact Center Administrator/ Programmer
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 2019-01-31 00:00:00 --- 2019-06-30 00:00:00
Description
Position Description The Office of Enterprise Technology has a need for seasonal help with its support of the Contact Center environment(s). Having a mix of both Avaya Aura and Genesys (prev. Interactive Intelligence) CIC platforms we are looking for a reliable individual who is open minded, innovative, has the ability to quickly grasp the organization's core services along with being able to easily adapt to rapidly changing priorities. This is a great opportunity to be exposed to a multi-vendor, integrated contact center environment and be hands-on in helping to develop solutions to more effectively use the features and functions to better serve our users.
Skills Required The chosen candidate will use their contact center specific knowledge of the Genesys CIC platform to update and/ or develop detailed documentation on call flows, integration points to external data sources, logic developed for self-service applications, use of text-to-speech and information used for reporting and analysis. In addition, the candidate will work with in-house resources as well as our vendor partners to fully understand the contact center related architecture of both of the environments and how calls move from one system to another toward their final destination. One of the primary outcomes of this engagement is to ensure the team has developed a deeper level of understanding about the Genesys CIC platform, the programming/ call-flow it contains and whether the existing environment is programmed as efficiently as it can be.
Skills Preferred
Experience Required Experience level between 5-9 years In support of this object the candidate will also be tasked with providing periodic overviews to members of the team about the information being captured and documented. These overviews may be relatively technical in nature so the candidate should have an extremely firm grasp on contact center basics including terminology (i.e. IVR, WFM, speech recognition, CTI, analytics, routing, queuing to name just a few) as well as market trends such as CEM & CRM, CCaaS, SIP, Omnichannel and others. The candidate will work with the Voice & UC operational team but will be expected to consistently keep on task and work in a fairly autonomous manner. The typical work hours would be Monday Friday, 8am 5pm, excluding holidays and weekends. While this initial engagement is being viewed as seasonal there may be an opportunity for a longer-term engagement with a similar but more broader scope. This engagement and any future engagements require the candidate(s) to be fully knowledgeable and versed on the Genesys/ Interactive Intelligence CIC platform and know the contact center related programming procedures, methods and practices. Lastly, additional skills and knowledge the candidate would have would include but not be limited to: SIP, CCXML, VXML, SQL, RTC.
Experience Preferred
Education Required Bachelors Degree In support of this object the candidate will also be tasked with providing periodic overviews to members of the team about the information being captured and documented. These overviews may be relatively technical in nature so the candidate should have an extremely firm grasp on contact center basics including terminology (i.e. IVR, WFM, speech recognition, CTI, analytics, routing, queuing to name just a few) as well as market trends such as CEM & CRM, CCaaS, SIP, Omnichannel and others. The candidate will work with the Voice & UC operational team but will be expected to consistently keep on task and work in a fairly autonomous manner. The typical work hours would be Monday Friday, 8am 5pm, excluding holidays and weekends. While this initial engagement is being viewed as seasonal there may be an opportunity for a longer-term engagement with a similar but more broader scope. This engagement and any future engagements require the candidate(s) to be fully knowledgeable and versed on the Genesys/ Interactive Intelligence CIC platform and know the contact center related programming procedures, methods and practices. Lastly, additional skills and knowledge the candidate would have would include but not be limited to: SIP, CCXML, VXML, SQL, RTC.