Genesys/CC Technology Consultant- remote
Support
Genesys/CC Technology Consultant- remote
Bielsko-Biała
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent, B2B
Operating mode
Remote
Tech stack
Genesys
Call Center Software
Job description
Online interview
At Pitney Bowes, we do the right thing, the right way.
At Pitney Bowes, you can too.
We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.
We actively look for prospects who:
At Pitney Bowes, you can too.
We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.
We actively look for prospects who:
- Are passionate about client success.
- Enjoy collaborating with others.
- Strive to exceed expectations.
- Move boldly in the quest for superior and best in market solutions.
Job Description
We are looking for an experienced, detail-oriented, self-motivated Genesys consultant with a proven track record of solving challenging technical problems on the Genesys Contact Center Platform -Genesys Cloud to join our IT team supporting the business Call Centre & Inside Sales groups.
As a Consultant, you will be a core member of the development team supporting this business-critical platform.
You will have a broad telephony and omni-channel understanding, with experience on how best to design an enterprise omni-channel experience for our clients. You will design solutions that meet the business functional requirements, build, test, iterate, and deploy the changes that support ongoing enhancements. This includes existing core and custom features, and new functionality such as integrations, new features and automated business processes.
You will play a leading role in code reviews, guiding the team towards better designs and clean, standardized coding using architectural and best practice guidelines as well as undertake code performance and related analysis.
You should be willing to dive deep, develop rapidly and get things done. You should have an entrepreneurial spirit, love autonomy, know how to deliver and long for the opportunity to build pioneering solutions to challenging problems. You should have a flexible and proactive work ethic to facilitate and respond to changing project requirements and/ or client objectives and innovate ways to meet these goals successfully.
Role is 100% remote! Alternatively you can work from Bielsko-Biala office if preferred :)
We are looking for 2 Consultants - one senior and one junior.
The below defines some of the qualities and experience that you will bring to this role.
- Develop solutions within the Genesys Cloud platform to support critical business functions and meet client requirements and organizational goals.
- Interact directly with end users as required to understand project objectives and outcome-based requirements.
- Effectively communicate with project managers, end-users and other developers to design cohesive technical solutions and ensure effective collaboration throughout all phases of development, testing and deployment.
- Works well within a software development team as a strong collaborator with a focus on continuous improvement
- Has solid leadership and organizational skills
- Ability to plan and manage workload giving predictability as to when each task / phase will be complete.
- Demonstrate excellence in understanding complex business processes and ability to apply scenarios to Genesys Cloud features
- Seek out ways to utilize Genesys Cloud to improve processes and productivity and make recommendations to support the organization.
- A solid understanding and experience of all aspects of the Genesys including integration
- Designs creative solutions that solve business and technical problems using Genesys Cloud best practices to avoid customisation
- Strong understanding of database design concepts, data migration and data integration.
- Develops and executes tests, leads developer test cycles (UT, SIT & RT) including use of testing tools
- Has a high degree of skill analysing and cleansing data files (in Excel, text, etc.)
- Has an in-depth understanding of the capabilities and constraints of the Genesys application coupled with good understanding of the business processes
- Has experience in development, configuration, and administration of Genesys with integration to other databases/systems including Salesforce.com
- Knowledge of software development patterns & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
- Good knowledge and exposure to Salesforce.com and integrations to Genesys.
- Experience with integrations and knowledge of integration patterns (REST & SOAP, JSON & XML, etc.)
- Adaptable to change and capable of learning new skills & requirements.
- Self-motivated, proactive with a "can do attitude"
Basic Qualifications
- 3+ years of Contact Center Technologies is required. Experience on Genesys Contact Center Platform
- Expertise in Genesys Cloud (or another Contact Center Platform on Cloud)
- Must have handled at least one cloud migration projects and should have worked in on-premise contact center solutions.
- 3+ years hands-on experience in communicating with users, other technical teams, describe software product features and design solutions with strong verbal and written English skills
- working on technology teams in development of technology solutions leveraging Genesys Contact Center Platform.
- Experience in all aspects of Contact Center platforms including Contact Routing, Agent Desktop/SoftPhone, Outbound Dialing, WFM, Reporting & Analytics
- Proven experience defining complex technical designs and solutions
- Strong analytical & troubleshooting skills with the ability to assess new and unfamiliar issues and work through potential solutions, issues, and risks.
- Excellent interpersonal, networking, communications and organizational skills
- Experience with both agile and waterfall implementation methodologies
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