Lead design, development and implementation of Genesys-based telephony and contact center solutions for a 2500+ seat environment. Provide technical leadership, hands-on development, integration expertise, troubleshooting, documentation, and collaborate with architecture, vendors, and cross-functional teams to ensure scalable, reliable operations.
Job Description
Position Summary:
The Genesys Technology Lead is an experienced Genesys technical expert recognized within BTS as a key technical resource. This individual works on projects that are highly visible and have broad implications for the business and the IS architecture. The Genesys Technology Lead, designs, develops and implements Technology solutions related to Telephony, Genesys Call routing, Framework, Reporting and associated Contact Center technologies for the TFS Customer Service Centers. In this role, the incumbent will act as a member of the Call Center Solutions team providing technology expertise for the 2500+ seat Contact Center. The technical lead also excels at diagnosis and versatile problem solving.
Key responsibilities for the Technology Lead include:
Research, Data Collection, Quality Assurance, Analysis and Problem Solving:
- Assess customer requirements; work with Architecture Team to analyze the architecture of business events and data that support architecture; evaluate possible solutions; and present recommendations to IT management.
- Provide technical training and education to internal IT associates, user personnel, business units and outside clients or customers.
- Contribute to the development of annual business application system plans.
- Apply strong problem solving skills to address complex technical issues and liaison with vendors to diagnose and resolve potential product defects.
- Collaborate with and provide information to vendors during expert reviews. Review all AMM development and documentation to ensure technical and product best practices are being followed and documentation is complete.
Technology Leadership and Expertise:
- Provide direction to developer staff and integrate activities with other IT departments to ensure successful implementation and support of project efforts.
- Ability to perform hands on development when required.
- Provides Genesys technical vision and capability understanding for all BTS and its Partners.
- Demonstrate a good level of knowledge of core applications architecture
- Identify the interdependencies between the Genesys environment and the other Technology domains. Work with the relevant BTS groups to manage those interdependencies.
- Demonstrate detailed knowledge of integration concepts in a high volume batch and real-time environment.
- Engage with TFS Architecture, Design and Engineering, and infrastructure team to provide recommendations to enable reliable and scalable operations.
- Provide technical leadership in the design, development and implementation of projects
Planning
- Has a role in the planning and design of core business systems.
- Stay abreast of new and emerging technology and its impact on core business systems.
- Identify best practices (used in other organizations or in Toyota) and implement them to solve problems and address challenges more effectively.
Technical Skills
- 7-10 Years relevant Genesys work experience
- BS in Computer Science or BS in Mathematics or equivalent job experience required
- Understanding of financial services operations a plus
- Experience with call center business processes and systems desired
- Oracle or SQL DB experience a plus
- Strong skills in Microsoft Office products (Excel, Word, PowerPoint, Visio, MS Project, etc)
- Working knowledge of requirements management tools
- Collaborate with cross-application teams to design comprehensive solution based on business and system requirements.
- Create and document critical design consideration, proposals, functional specifications, use cases, and low level designs,
- Review and approve project documentation, including estimates, RACIs, project plans, and technical blueprints.
- Leverage thorough understanding of the business process and related information systems to create current technology process models (“as – is” process map) and future technology process models (“to-be” process map)
Technical Qualities
- Strong understanding of Information Technology systems and Software Development Lifecycle
- Strong understanding of Industry Standard/Best Practices in all areas of development activities
- Strong understanding of Genesys infrastructure including Genesys Voice Portal.
- Strong understanding of testing methodology
Genesys expert
Additional InformationAll your information will be kept confidential according to EEO guidelines.
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