Dutech’s Job

The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.

• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
• Ability to maintain a strong vendor communication/relationship.
• Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
• Work with business stakeholders to understand requirements and develop solutions.
• Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
• Perform walkthrough of delivery scope to the development team and getting it implemented.
• Preparing project plan, action trackers and ensure timelines are met.

SALARY RANGE: 110K - 130K Per Annum

CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Required Experience
6 Required Experience within Telecommunication having worked on Contact Center Technologies.
6 Required Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
6 Required Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
6 Required Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
6 Required Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
4 Required Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
4 Required Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
4 Required Drive the decision-making processes for Call Center Design, Implementation and Support.
4 Required Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
4 Required Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
4 Required Genesys on prem to cloud migration experience required.
4 Required Integrate Genesys Cloud with other systems and applications.
4 Required Maintain and support Genesys Cloud solutions.

Preferred Experience
2 Preferred Work with business stakeholders to understand requirements and develop solutions.
2 Preferred Stay up to date on Genesys Cloud technologies and best practices.
2 Preferred Implement network security.
2 Preferred Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
2 Preferred Walkthrough of delivery scope to the development team and getting it implemented.
2 Preferred Conducting train, the trainers program.
2 Preferred Managing and helping the development team.
2 Preferred Preparing project plan, action trackers and ensure timelines are met.
2 Preferred Implement SBC solution.
2 Preferred Install, Configure, test SBC across regions.