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IT - Voice / Data Network Consultant - Senior
Ref No.: 18-00702
Location: Plymouth, Minnesota
Start Date / End Date: 06/22/2018 to 12/31/2018
Contact Center Engineer - OmniChannel Solutions

The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. In this critical role, you will design, build, and support our Call Center Technologies (including core and advanced routing systems, IVR, V-IVR, Call Recording, End Points, Digital Channel capabilities, Call Recording, Outbound, Virtual Hold, etc.).

Specific responsibilities will include the following:

• Gather requirements from business partners
• Design solutions to meet/exceed business requirements
• Obtain alignment on solution architecture
• Work within an Agile team to build solutions
• Define all System KPIs
• Ensure systems are fully monitored and automated following CI/CD principles
• Drive continuous improvement and automation of systems to ensure high performance, availability, and scale for our enterprise
• Provide Tier 3 support for solutions

Required Qualifications/Experiences:

• 5 + years of experience with Contact Center technology
• 3 + years of experience with Genesys or i3 Contact Center Solutions
• 5 + years of Telecommunications experience
• 5 + years of experience working with SIP/VoIP based applications
• Undergraduate degree in applicable area of expertise or equivalent experience

Preferred Qualifications/Experiences:

• SQL and Oracle dB
• VMware
• Java and/or .NET programming
• Undergraduate degree in Computer Science or related area