Job Summary:
Under minimal supervision, this position mentors junior associates through project management and documentation. Responsibilities include building complex routing solutions, planning and executing Contact Center technology implementations, and making technology recommendations for the business.
Job Description:
Key Responsibilities:
- Documents methods for completing complex tasks for use by more junior associates.
- Designs and develops moderately to highly complex Contact Center routing solutions using custom strategies.
- Generates reports by writing SQL queries or using reporting tools.
- Works with business and technical analysts to gather requirements for changes to existing routing and reporting.
- Analyzes statistics to make business improvement recommendations.
- Provides recommendations to business and/or technical analysts for future technology direction.
- Coordinates with vendors for creating feature requests, performing upgrades, or troubleshooting issues.
- Manages projects (new technology, infrastructure changes, contact center builds) by delegating tasks and determining project scope and timeline.
Qualifications:
Minimum Qualification:
- Bachelors degree in Computer Engineering, Information Technology, or related field, or suitable combination of education, experience and training; plus 2 years of experience in Contact Center Engineering.
- At least four total weeks of professional training on Contact Center technology.
- Experience with Genesys.
