Basic Information
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Description and Requirements
- 5+ years Experience with Contact Center technology, Routing, Genesys Voice Platform, Infomart, Outbound etc.) and Interactive Voice Response applications
Additional Job Description
- Knowledge of telecommunications and contact centre vendors, services and products
- Passion to learn quickly and adapt to new technologies
- Hands on experience developing Composer based routing applications Comfortable working in Unix environment to troubleshoot and trace logs Ability to administer and apply changes to the Genesys Framework
- Develop application architecture design for high complexity projects, with emphasis on technical architecture and solution components
- Participate in the review of detailed design specifications, test plans and user documentation for functional and technical completeness and accuracy
- Act as a consultant in the search for alternative technical infrastructure solution components
- Assess and manage architectural and technical impacts
- Mentor and develop junior and intermediate Genesys team members and peers
- Provide technical leadership to internal team members and various stakeholders Lead team efforts in relentless improvement teaching problem-solving techniques and helping the team become better problem-solvers for themselves.
- Facilitate all team meetings, including the Daily Stand-up, Iteration Planning, Iteration Review, and Iteration Retrospective.
- Support the Product Owners in their efforts to manage the backlog and guide the team while facilitating a healthy team dynamic with respect to priorities and scope.
- Eliminate impediments by actively addressing these issues so that the team can remain focused on achieving the objectives of the Iteration.
- Build a high-performing team focusing on ever-improving team dynamics and performance.
- Help the team manage interpersonal conflicts, challenges, and opportunities for growth. Communicate with management and outside stakeholders as well as help protect the team from uncontrolled expansion of work.
- As a Customer Interaction Routing Senior Leader, you’ll: Assist your reporting team manager with resource management, financial management and process improvements
- Provide leadership to internal team members and various stakeholders
- Help with communications and collaboration across multiple business partner and enablement teams
- Schedule Full-time (night shift)
- Recognized for your strong analytical, problem solving and troubleshooting skills
- Strong ability to work in collaboration with various stakeholders
- Known as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely
- Known for your strong analytical, creative thinking, and decision making skills
- Previous experience in leading a Dev Ops team is an asset
- Previous experience leading an Operations team is an asset
EEO Statement