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.
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