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As a Telecommunications Programmer, you will provide product expertise and understanding relative to the development and administration of complex contact (voice, chat & e-mail) routing, Interactive Voice Response (IVR) applications, and custom programming for multi-business contact centers worldwide on the Genesys Cloud CX platform. You will be an expert providing elevated resolution/analysis assistance, routing/application maintenance and continuous improvement analysis. Develop and maintain solutions, testing for accuracy, coordinating implementation, managing changes, and problem resolution. Partner with stakeholders to provide completely implemented solutions by using best practices of the core applications.

You will report to the Manager, Telecommunications.

Responsibilities

• Partner with stakeholders to establish requirements, goals and understand needs for translation into detailed technical and program specifications to develop reliable solutions; explain solutions to stakeholders clearly and concisely

• Provide stakeholders with consultative support and identify opportunities to use creative contact routing, self-service technology and telephony programming to maintain competitive advantage

• Evaluate all functionality; identify any requirements not met by the solution and develop action plans to correct deficiencies

• Design, develop, validate, and deploy complex contact routing, IVR applications and custom programming to support multi-business, global contact centers and operations; develop complex business scenarios, create and execute test plans

• Maximize speech recognition and text to speech functionality within IVR applications to expand self-service options for guests and maximize call processing efficiencies

• Identify opportunities for cross business use of custom programming and applications

• Monitor, maintain and administer complex contact routing, applications, custom programming, and their associated configurations

• Ensure appropriate monitoring tools, logging and audits are in place to trace events and review results; monitor and track system updates/access to ensure successful auditing

• Investigate and analyze system processed transactions to validate accuracy of configurations, functionality and results; prepare necessary extracts and queries for reports

• Validate that all custom programming and internally developed applications meet security requirements and are compliant with privacy and PCI mandates/controls

• Develop and maintain detailed telecommunications documentation regarding contact flows, functionality, applications and integrations; update as needed

• Participate on small to large-scale projects related to technology/application testing and new feature implementations

• Analyze, diagnose and troubleshoot issues to identify root-cause and implement solutions to minimize or prevent occurrences; work with stakeholders and vendors to resolve issues in a timely manner, document all issues and their resolution

• Evaluate impact of errors and provide recommendation for solution through collaboration with stakeholders

• Develop, research and evaluate feasibility of new features/solutions to meet business objectives and make recommendations to optimize efficiencies and enhance the guest experience

• Partner with vendors to report, identify and track problems associated with their solutions and resolve promptly

Basic Qualifications

• Minimum 3 years of experience in the design, development and implementation of complex call/contact routing and custom programming

• Minimum 3 years of in-depth core applications work experience in IVR application development, including the use of speech recognition and text to speech

• Experience developing structured test scenarios, test cases, and performing accurate testing with documented results Knowledge and experience in IVR application management and break/fix

• Experience in IVR application management and break/fix

• Experience developing complex structure queries for accurate results

• Excellent interpersonal communication skills with the ability to work with all levels of the company and influence people over which you have no authority Demonstrated creativity, innovation and ability to think outside of existing technology framework

• Creative, innovative and able to think outside of existing technology framework

• Exhibit initiative, manage multiple priorities and proactively address issues in a fast-paced environment with a strong attention to detail, minimal direction and follow-up

• Experience working within a Windows environment including Outlook, Word, Excel, PowerPoint, and Visio

• Experience reading and interpreting technical documents such as installation manuals, safety rules, operating and maintenance instructions, and procedure manuals

• Excellent business communication skills

• Strong problem solving and organizational skills

• Strong analytical and quantitative skills with attention to detail and accuracy

• Able and willing to work flexible hours, including weekends, nights and holidays

• Travel may be required

Preferred Qualifications

• Experience developing applications using Genesys Architect

• Experience integrating to APIs

• Familiarity with Java commands and programming

Required Education

• Associate's Degree in Telecommunications, Engineering, IT, or equivalent

Preferred Education

• Bachelor's Degree in Telecommunications, Computer Science, Engineering, Business or equivalent

The hiring range for this remote position is $107,256 to $165,440 per year, which factors in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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