Lead Genesys Cloud implementation projects, guide team members, assess client needs, configure and test systems, and maintain client relationships. Requires extensive Genesys Cloud knowledge and technical expertise in VoIP, networking, and integrations.
·Act as Technical Lead on Genesys Cloud implementation projects, providing guidance, oversight, and mentorship to other project team members in support of their implementing Avtex Best Practices throughout the Genesys Cloud Implementation Project.
·Act as escalation point for peers on Implementation Consulting team when they require assistance on projects they are leading.
·Assess customer needs and make configuration and design recommendations to the client or to Business Analysts documenting the design requirements.
·Detailed understanding of integrations.
·Identify system hardware and/or software problems and propose solutions.
·Maintain productive and satisfactory relationships with clients.
·Understand the scope of the project, integrations, customer requirements etc.
·Configuration, installation, and testing of equipment.
·Provide technical specifications as requested.
·Follow-up on and resolve outstanding issues in a timely manner.
·Conduct system set-up as required.
·Participate in miscellaneous projects as assigned.
·Understanding of computer networks.
·Interpret customer requests correctly.
·Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
·Understand system hardware/software to be able to identify problems and provide a remedy.
·After-hours work will be required.
·Other responsibilities may be assigned.
Required Knowledge, Skills & Abilities
•Valid Genesys Cloud Certified Professional Certification.
•Extensive knowledge and experience with Genesys Cloud.
•VoIP.
•Networking.
•Telecom.
•WireShark (Packet Capture understanding).
•Create/Develop reusable Data Actions Libraries.
•Create/Develop reusable Architect libraries.
•REST understanding and familiarity.
•Detailed understanding of integrations.
•Understanding of computer networks.
•Understanding of Active Directory and related services- DNS DHCP, Azure, AWS.
•Database concepts and systems.
•Excellent English verbal & written communication.
•Ability to interpret customer requests correctly.
•Outstanding customer service skills.
•Positive, team-focused attitude.
•Independent and self-motivated work ethic.
•Consistency and reliability.
•Attention to detail and thoroughness.
•Effective time management skills.
•Excellent organizational and planning skills.
•Ability to adapt quickly to changing technology.
•Solid knowledge of the Microsoft Suite of products applicable to practice area.
•Conceptual Understanding of AWS architecture.
•Conceptual Understanding of AZURE architecture.
•Strong understanding interdependencies of 3rd party technologies.
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the
exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
Top Skills
Active Directory
AWS
Azure
Genesys Cloud
Networking
Rest
Telecom
Voip
Wireshark
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