Genesys Lead Engineer (Geneys Cloud experience preferred) -Works from Home
Company: Lumen
Location: Littleton
Posted on: January 15, 2021
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Job Description:
Job DescriptionAbout Lumen Lumen is guided by our belief that
humanity is at its best when technology advances the way we live
and work. With 450,000 route fiber miles serving customers in more
than 60 countries, we deliver the fastest, most secure global
platform for applications and data to help businesses, government
and communities deliver amazing experiences. Learn more about
Lumen's network, edge cloud, security and communication and
collaboration solutions and our purpose to further human progress
through technology at news.lumen.com, LinkedIn: /lumentechnologies,
Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram:
@lumentechnologies and YouTube: /lumentechnologies. The Role The
successful candidate will be responsible for the ongoing support
and maintenance of the existing on-prem Telephony and Contact
Center solutions as well as the transition to Genesys Pure Cloud
platform. Candidate should be able to design and implement Genesys
Pure Cloud environment configuration, implementation, and
deployment to production. The candidate will be passionate about
contributing to an organization focused on continuously improving
the customer and employee experience. The Main Responsibilities ---
Using agile methodologies, partner with product managers and
product owners to understand business needs, gather requirements,
and develop solutions to deliver the desired customer experience.
--- Work with technical teams and business leaders to design,
develop, and maintain IVR's, VoiceBots and call flow routing for
DTMF and advanced speech applications. --- Lead implementation of
API / Web Service integrations to back end systems (Rest, Soap,
Json, and SQL database) --- Lead implementation of QM recording,
Outbound dialing campaigns, WFM, Omni-Channel, Analytics, Customer
Journeys, and Reporting --- Supporting and maintaining
high-security environments (PCI, GDPR, etc.) --- Support and
maintain existing Telephony and Contact Center solutions, and
demonstrate complex problem-solving skills with a sense of urgency
when dealing with ticket resolution What We Look For in a Candidate
* BS/MS/BA degree with 8+ years of progressive information
technology experience directly related to architecture/engineering,
information security, technology * Experience as a Cloud Architect
involving large scale cloud contact center experience using Genesys
Cloud platform * Experience architecting and designing complex
queuing/routing, call flows, conversational flows for a complete
customer journey * Experience in implementing capabilities
including but not limited to: softphone, analytics, call recording,
workforce management. * Experience integrating Genesys Cloud with
Salesforce (Lightning), Google DialogFlow (Essentials and CX), IBM
Watson * Experience with Cisco UCCE / UCCM * Practical experience
developing and deploying Contact Center solutions - preferably with
8+ years of experience. * Ability to work independently on routine
duties and take initiative in learning and understanding new
product systems and features. * Excellent verbal, written, and
technical documentation skills What to Expect Next Requisition #:
236740 EEO Statement We are committed to providing equal employment
opportunities to all persons regardless of race, color, ancestry,
citizenship, national origin, religion, veteran status, disability,
genetic characteristic or information, age, gender, sexual
orientation, gender identity, marital status, family status,
pregnancy, or other legally protected status (collectively,
"protected statuses"). We do not tolerate unlawful discrimination
in any employment decisions, including recruiting, hiring,
compensation, promotion, benefits, discipline, termination, job
assignments or training. Disclaimer The above job definition
information has been designed to indicate the general nature and
level of work performed by employees within this classification. It
is not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities, and qualifications
required of employees assigned to this job. Job duties and
responsibilities are subject to change based on changing business
needs and conditions.
Keywords: Lumen, Littleton , Genesys Lead Engineer (Geneys Cloud experience preferred) -Works from Home, Engineering , Littleton, Colorado
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