Genesys​/Voice Engineer

Direct message the job poster from Synergis

Genesys/NICE Voice Engineer

2 year + contract

Remote in US – PST shift 8AM – 5PM

$60-80/hr W2 based on experience

Keys to role:

• Required Level of
  
  Education:
  
  Bachelors
• How many years of related experience are you looking for in your ideal candidate?: 10+
• Specific Systems Knowledge
  
  Required:
  
  Genesys, NICE
• Specific Systems Knowledge Preferred:
  Aspect, Korbyt
• Any Required Certifications?: ITIL Foundations required
• Expected Shift: M-F 8a-5p PST
• Interview Process:
  Panel interview followed by interview with hiring manager
• Top Three things Worker will be doing:
  1. Accepting Tickets for break/fix 2.Accepting requests for minor configuration changes
  3. Coordinate vendor support for more complex issues.
• Top Three Skillsets needed:
  Communication, troubleshooting, ability to effectively work in a high stress situation.
• Travel? No

JOB SUMMARY

Under general supervision of the IT Director, this position is responsible for Voice Services (Contact Center) systems infrastructure to maintain a reliable and predictable service that supports the needs of internal and external facing contact centers.

This role will also provide expert technical consultative and collaborative services to a broad audience including the clinical applications team, Clinical operations leaders, and ancillary IT Operations leaders. The position is responsible for complex technical and architecture assignments that are small to significantly sized, and that require independence, decision making, project management, and advanced technical judgment levels. Analysis of situations and data requires an in-depth evaluation of various technical and organizational factors.

Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.

REPORTING RELATIONSHIPS

The subject matter expert reports directly to the IT Director– Voice Services, Client Enablement Services, but may have a matrixed reporting relationship to other Voice Services Managers and Directors.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Act as a subject matter expert (Voice Engineer) to provide expert level guidance for system implementations, troubleshooting, operational support, preventative maintenance, and downtime procedures.
• Provide Expert technical consultation and guidance to other Voice Services team members and mentor staff to develop required skills for supporting an enterprise contact center environment.
• Support the development and roll out of new contact center capabilities that will support the needs across the enterprise.
• Develop, support, and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.
• Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.
• Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.
• Perform daily system monitoring including ensuring that automatic data collection is functioning correctly, reviewing logs for hardware and software.
• Support new project development, including systems analysis, planning and preparation, coding/scripting, testing and implementation and client coordination as needed.

OTHER FUNCTIONS AND RESPONSIBILITIES

• Articulate in both verbal and written forms. Must be skilled in translating complex technical concepts into terms that can be understood by business leaders.
• Ability to assess industry best practices and reference models to innovatively create and maintain voice service availability and consistent delivery.
• Exercise sound judgment and prioritization and reorganization of customer requests.
• Maintain solid communications skills and develop working relationships with other IT staff, other members of departments, outside resources such as vendors and technical representatives and their affiliates.
• Be available for emergencies involving technical problems that affect the ability to provide patient care.
• Follows safety procedures, operates equipment, and performs job related duties in a safe manner which prevents…