A place to ask questions, connect with others, and stay in the know
Please contact me directly at email@example.com if you are interested in this 100% remote position. SWBC continues to be a strong and stable employer during these challenging times and a vast majority of our interviewing and on-boarding is being done virtually due to COVID-19.
SWBC is looking for a talented individual to serve as the most proficient technical resource within the Genesys Administration Team and help enhance and maintain all of the interaction with other systems within SWBC.
Why you'll love this role:
SWBC embraces an entrepreneurial spirit and this role provides the opportunity to make significant contributions to the company's overall success.
Essential duties include the following:
Analyzes, reviews, and develops new IVR call flows, and custom handlers to integrate with external application programming interface (API)s.
Maintains and supports existing Call Center IVR call flows, custom handler programming, and dialer configurations.
Develops integration with external systems to send emails and chat communication through Genesys.
Suggests industry best practices and develops solutions for various business issues.
Develops integration with external chat bots to route chats to Genesys.
Communicates effectively with internal stakeholders and management on various ongoing development efforts.
Performs all other duties as assigned.
Serious candidates will possess the minimum requirements:
Bachelor's Degree in Computer Information Systems, Computer Science or related field from an accredited four-year college or university.
Two to Five (2-5) years of Software Development Lifecycle (SDLC) experience with developing custom handlers, creating IVR call flows, creating technical documentation, troubleshooting issues, and dialer development for Genesys Pure Connect product.
Two to Five (2-5) years experience with setting up/configuring different communication methods for Call Centers (chat, emails, text messaging, call blast) for Genesys Pure Connect Cloud.
Working knowledge of business processes.
Working knowledge of SQL.
Basic knowledge of web development practices (HTML, CSS, XML, web services, etc.)
Basic knowledge of Pure Connect and Salesforce Integration.
Proficient knowledge of Microsoft Office Suite.
Proficient knowledge of applicable laws and regulations.
Proficient knowledge in custom handlers.
Organizational and planning skills.
Proficient skills in collecting and analyzing data.
Proficient problem solving skills.
Proficient verbal and written communication skills.
Advanced skills in telephony systems.
Ability to provide on call support.
Ability to research and incorporate findings into business technology plans.
Proficient ability to manage priorities and deadlines.
Proficient ability to communicate and interact effectively.
Proficient ability to work collaboratively and build relationships.
Proficient ability to analyze, organize, and prioritize work.
Proficient ability to adapt to working environment.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.