Menu Close

Contact Center Reporting Technology Consultant

Contact Center Reporting Technology consultant


Reporting Technology Consultants are responsible for providing technical expertise & leadership for reporting  technology solution implementations in the Contact Center space. This includes leading client discovery sessions to solicit requirements, architecting solutions, creating & maintaining technical documentation, configuring and deploying Contact Center technology applications and platforms, and providing knowledge transfer to clients and other team members.

  • Responsible for all aspects of the design, development and delivery of data and database solutions.

  • Support and maintain data and database systems to meet business delivery specifications and needs.

  • Identify, architect, and deliver technology solutions for reporting and data problems.

  • Work with the larger team to identify and address reporting gaps.

  • Leads customer discovery sessions and performs the solution implementations (configuration and deployment) of Contact Center technologies.

  • Responsible for establishing and owning technical architectures and implementing new technologies.

  • Investigates complex technical issues and is expected to work with partnering personnel to resolve complex issues.

  • Participates in technical project teams and is able to manage and attain project goals (budget, scope, and time commitments).

  • Ability to prioritize issues effectively and meet tight deadlines when required.

  • Multitask across multiple projects of varying size and technical complexity; ability to focus on the details without losing sight of the bigger picture.

  • Maintains proficiency in Contact Center technology trends, with a focus on reporting technologies.

  • Ability to effectively work both independently and in a cross-functional team environment.

  • Able to serve as a technology lead on project teams.

  • Willingness to learn new technologies, continuously broaden skill set, and to identify value opportunities for new and existing clients.

  • Ability to lead Knowledge Transfer sessions with both internal staff and clients.

  • Bachelor’s degree in Engineering, Computer Science, or a related field.

  • Minimum 5+ years technical, hands on experience with focus on various Contact Center technologies & solutions.  Specific experience with Genesys (ICON, InfoMart, CXI, GI2) is required.

  • Specialist in a minimum of three Contact Center technologies (i.e. Reporting, Workforce Management, CXI, Framework, GIR, Composer/ORS, SIP, Outbound, GVP, etc.).

  • Business Intelligence (i.e., Tableau, Business Objects, Microstrategy) proficiency strongly preferred.  

  • Demonstrated proficiency with Oracle, PostgreSQL, MS SQL Server.

  • Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) is a definite asset.

  • 3+ years of experience gathering requirements and developing data solutions.

  • Beginner to Intermediate proficiency in SQL required.

  • Familiarity with Network Load Balancing platforms (NLB, F5).

  • Familiarity with HA, DR, and Business Continuity strategies.

  • Understands requirements specific to deploying IP telephony across Cloud, LANs and WANs.

  • Excellent written and verbal skills in English.

  • Genesys experience highly preferred.

  • Familiarity with security protocols, and regulations – ie TLS, HIPAA