Description
My client is currently seeking a Solution Architect with extensive Contact Centre, Genesys Telephony and IVR implementation experience. This will be an initial 3 month contract with a view to extend. The Contact Centre Solution Architect is responsible for the development of business requirements, call routing strategies, IVR best practices and stakeholder management, with a strong focus across Genesys.This role will be based between Sydney CBD, Parramatta and Newcastle, with the majority of your time being spent in Sydney CBD.
Key accountabilities
- Ownership of complete technical solution for contact-centre, IVR and telephony solutions, focusing on Genesys technologies
- Genesys Contact centre technologies experience mandatory
- Strong Experience in Call Flow and call routing
- Test Planning and execution
- Desktop operation experience
- Application deployment experience
- Strong Experience working on large scale projects
- Strong Experience in implementation Contact Centre deployment
- Strong Experience in day to day operation of Contact Centre (MAC's)
- Contact centre reporting, Workforce Management and Workforce Optimization
- Call Recording and Quality Management
- Demonstrated ability to quickly develop a solid understanding of various business and technical domains
- Enjoys working in a rapidly evolving business
- Ability to manage a variety of competing tasks
- Proven research, analytical and problem-solving skills; creativity, accuracy and attention to detail.
- Strong time management and organizational skills; ability to function in a fast-paced environment and deliver within definitive time frames.
- You will also interface heavily with the customer where your commercial awareness and communication skills will be an attribute.
- Experience in working with third party providers, in particular cloud based solutions
- Genesys Certifications (ie CGE) preferred
- Business Intelligence and SQL experience