What are the responsibilities and job description for the Customer Communications Technology Sr. Genesys Engineer position at Deloitte?
Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Customer Communications Technology Sr. Genesys Engineer you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work You'll Do/Responsibilities
Our Digital Foundry & Operations works with the Customer & Marketing group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
Work You'll Do/Responsibilities
- Lead the onshore efforts for the Genesys solution ecosystem, assist in client management, technical grooming, defect resolution, RCA
- Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to asses points of failure in order to identify solutions to reported issues.
- Troubleshooting through logs for inbound, outbound voice (SIP/URS/ORS/IXN/Stat/MCP etc) , E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment.
- Resolve technical issues, related to the Genesys platform, minimizing downtime, and ensuring service continuity.
- Installing Genesys Engage applications both Linux and Windows
- Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance.
- Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools.
- Conduct training sessions and workshops to educate staff on new features and best practices.
- Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes.
- Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements.
Our Digital Foundry & Operations works with the Customer & Marketing group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
- 4 years of consulting/ industry experience
- 4 years of experience in Genesys Engage
- Experience working with agile methodology utilizing Jira
- Certification Genesys Engage
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available.
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Live near or willing to relocate to Houston, TX. Relocation assistance is available.
- Genesys Cloud CX/Contact Center domain experience
- Strong communication, influence, and cross-functional collaboration skills.
- Strong problem-solving and critical thinking abilities
- Experience working in a consulting environment.
- Analytical/ decision making responsibilities
- Analytical ability to manage multiple projects and prioritize tasks into manageable work products
- Can operate independently or with minimum supervision
- Excellent communication skills
- Ability to deliver technical demonstrations
