Job ID: MI-90222 (913590811)6P
Location: Lansing MI (DTMB-MiECC)
Duration:12 months
Positions: 2 (1/2)
Top Skills & Years of Experience:
-10 Years Experience Required.
-Cloud technologies, Siebel and Genesys.
-Experience Project Management, Change Management, Risk Management, issue escalation and status reporting.
-Highly knowledgeable in voice telephony that integrates and communicates with devices and networks.
Both administrative and technical role, possesses superb leadership and interpersonal skills, and ensures delivering end-to-end customer-driven solutions. Supports top management in executing IT strategic plans. Analyzes business performance, industry trends, existing or new regulatory requirements and their impact on contact center operations. Makes recommendations on alternative courses of action, including risk assessment, capital investment, and acquisitions needed to align IT strategy with agency strategic plan. Additionally, requires good interaction skills with senior management and technical resources with ability to articulate and defend recommendations made.
Provide technical expertise, services, and solutions for contact center services. Provides administrative and technical knowledge for activities including planning, designing, configuring, developing, testing, installing and maintaining the contact centers both in the cloud and on-premises. Ensures that adequate and appropriate planning is provided to direct architects, lead planning and interface development with multiple vendors and stakeholders to ensure customer’s requirements are met or exceeded.
Required Skills: Delivery lead, Project Management Professional (PMP), SUITE, Contact Center Siebel, Genesys, NICE-inContact, FedRamp, Functional, Technical, and Business acumen. State of Michigan agencies, systems, policies, and standards experience strongly desired.
This role requires the following:
• Provides service delivery and support for contact center technology, IT projects that use Cloud technologies, Siebel, and Genesys. Possess the ability to effectivity communicate strategic strategies with Senior BRM, GM, and within the Agencies.
• Experience Project Management, Change Management, Risk Management, issue escalation and status reporting.
• Highly knowledgeable in voice telephony that integrates and communicates with devices and networks. Understands older public switched telephone networks (PSTN) and current day voice over internet protocol (VoIP/SIP) technology.
• Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist.
• Provides strategic vision on how they may be improved and developed. Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
• A subject matter expert with contact center technology.
• 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.
• Provides support and escalation after business hours and weekends as required.
MI_E-RTR