Job ID: MI-90581 (912590817)6P
Genesys Admin with NICE-InContact, Oracle, Batch processes, Workflow, CCaaS, iWD and SDLC experience.
Location: Lansing MI (DTMB-MiECC)
Duration: 12 months
Positions: 1 (1/1)
Top Skills Required:
Skills Required:
Technical Administrator, Genesys, NICE-InContact, Oracle, Batch processes, Workflow. State of Michigan agencies, systems, policies, and standards experience strongly desired.
-Experienced in Contact Center as a Service (CCaaS) implementations, configuration, and reporting.
-Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Genesys, NICE-inContact, Active Directory, MiDAS, Oracle, SQL Server).
-Provides Genesys Interactive Workload Distribution (iWD) configuration and support.
This role requires the following:
-Experienced in Contact Center as a Service (CCaaS) implementations, configuration, and reporting.
-Experience in coordinating with different teams and clients for technical and functional solution design.
-Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Genesys, NICE-inContact, Active Directory, MiDAS, Oracle, SQL Server).
-Confidence in a client facing role, ability to manage multiple stakeholders.
-Provides Genesys Interactive Workload Distribution (iWD) configuration and support.
-Ability to provide hands-on application support of technologies and processes to support proof-of-concept development and review of critical systems.
-May be required to function as a technical lead on projects.
-Excellent presentation skills, client communication and relationship.
-Good Interpersonal, Presentation, analytical and problem-solving skills.
-Should be an individual contributor.
-Experience in Genesys, NICE-InContact development and technical administration.
-Experience in call flow design, chat design and integration to backend systems using application program interfaces (API).
-Experience ins skills-based routing design and implementation for voice, chat, and SMS contact center technology.
-Experience with Java, .NET, Web Services, and VXML is necessary to perform application development and support.
-Find and fix agent issue, change the configuration if required.
-Ability to work both independently, and as part of a team of technical and non-technical colleagues
-Strong written and verbal communication skills.
-Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
-Strong attention to detail with outstanding problem-solving skills.
-Extensive analytical thinking and problem-solving skills.
-Supports working in an agile and/or waterfall team environment.
-Detailed oriented, data-centric and possess a desire to deliver high quality support.
-On premise Genesys web and app server support.
-Strong knowledge of the Windows Server Operating System.
-Find and fix agent issue, change the configuration if required.
-A local expert for areas of domain expertise.
-Provides hands on expertise for contact center voice technology.
-Applies strong analysis, research, and problem-solving skills across a wide array of systems and situations, including those which may be unfamiliar, to address critical issues.
-Design, development, & documentation.
-Working closely with client.
-Manage client expectation and communication.
-Provides support and escalation after business hours and weekends as required.