Workforce Telephony Consultant

October 23

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Transportation • Automotive • Travel • Financial Services • Insurance

5001 - 10000

Description

• Identify opportunities to drive increased adoption and ROI of the telephony system. • Lead design sessions with customers, create design documentation, test, and train stakeholders on Genesys routing platforms. • Serve as a project or internal team escalation point for concerns related to customer experience, mostly in design and testing phases. • Design and implement new call flows, develop new skills/workgroups, and support new IVR flows. • Create and document best practices for design, testing, and training.

Requirements

• Bachelor’s degree in Computer Sciences, Data Sciences, Information technology, Computer Programing, or Software Engineering, or equivalent work experience required • 5+ years of experience and proven experience with Genesys contact center technology. • 4+ years of experience deploying, testing, and supporting technology projects in a customer facing environment. • WFM Principles; WFM Tools such as Alvaria, NICE IEX, Verint, Genesys, & Intradiem; Telephony Platforms such as Genesys i3, Genesys Cloud, Five9, Avaya, & Cisco • Advanced Excel, Tableau, SQL, and PowerBI skills • Experience with modeling data in relational databases or OLAP Cubes • Team player and strong ability to work with other disciplines across departments

Benefits

• 401k Match • Medical • Dental • Vision • PTO • Paid Holidays • Tuition Reimbursement