Overview
Skills
Job Details
Hybrid work at Austin, Texas 78751
Texas Health and Human Services Commission.
Duration: Services are expected to start 05/15/2024 and are expected to complete by 08/31/2024
Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above.
Job Description:
- This contract may continue through August 2025.
- This position will serve as the Application Architect II for HHSC state owned Genesys CX3 CCaaS Cloud solution.
- Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience.
- It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities.
- This position will work closely with HHSC resources and vendor resources for support and management of the platform.
- This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.
- The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
- Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
- Ability to maintain a strong vendor communication/relationship.
- Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
- Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
- Work with business stakeholders to understand requirements and develop solutions.
- Conduct discovery sessions to understand the current process.
- Preparing design documents basis discovery outcome sand finalize the delivery scope.
- Perform walkthrough of delivery scope to the development team and getting it implemented.
- Preparing project plan, action trackers and ensure timelines are met.
Required Skills:
- Experience within Telecommunication having worked on Contact Center Technologies.
- Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
- Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
- Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
- Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
- Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
- Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
- Drive the decision-making processes for Call Center Design, Implementation and Support.
- Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
- Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
- Genesys on prem to cloud migration experience required.
- Integrate Genesys Cloud with other systems and applications.
- Maintain and support Genesys Cloud solutions.
Preferred Skills:
- Work with business stakeholders to understand requirements and develop solutions.
- Stay up to date on Genesys Cloud technologies and best practices.
- Implement network security.
- Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
- Walkthrough of delivery scope to the development team and getting it implemented.
- Conducting train, the trainers program.
- Managing and helping the development team.
- Preparing project plan, action trackers and ensure timelines are met.
- Implement SBC solution.
- Install, Configure, test SBC across regions.
Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. | |||
Actual | Years | Required/ | Skills/Experience |
| 6 | Required | Experience within Telecommunication having worked on Contact Center Technologies. |
| 6 | Required | Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing. |
| 6 | Required | Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing). |
| 6 | Required | Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification. |
| 6 | Required | Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting. |
| 4 | Required | Experience with Genesys Architecture and Integration of various / multiple channels into Genesys. |
| 4 | Required | Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations. |
| 4 | Required | Drive the decision-making processes for Call Center Design, Implementation and Support. |
| 4 | Required | Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc. |
| 4 | Required | Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud. |
| 4 | Required | Genesys on prem to cloud migration experience required. |
| 4 | Required | Integrate Genesys Cloud with other systems and applications. |
| 4 | Required | Maintain and support Genesys Cloud solutions. |
| 2 | Preferred | Work with business stakeholders to understand requirements and develop solutions. |
| 2 | Preferred | Stay up to date on Genesys Cloud technologies and best practices. |
| 2 | Preferred | Implement network security. |
| 2 | Preferred | Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope. |
| 2 | Preferred | Walkthrough of delivery scope to the development team and getting it implemented. |
| 2 | Preferred | Conducting train, the trainers program. |
| 2 | Preferred | Managing and helping the development team. |
| 2 | Preferred | Preparing project plan, action trackers and ensure timelines are met. |
| 2 | Preferred | Implement SBC solution. |
| 2 | Preferred | Install, Configure, test SBC across regions. |