Lead Telephony Engineer, Global Contact Center
CoRe - Contact Center Program & Project Management Posted: 20-Jul-2022
Atlanta, Georgia, United States
Dallas, Texas, United States
Detroit, Michigan, United States
Houston, Texas, United States
Miami, Florida, United States
Nashville, Tennessee, United States
Tampa, Florida, United States
Work you'll do
As the Lead Telephony Engineer for the Global Contact Center, you will be responsible for developing, administering, and enhancing the contact center telephony and IVR platform.
You will partner across various technical teams, workforce management and vendors to ensure continuous improvement of the platform that translate into cost efficiency and positive customer experiences.
Additionally, you will execute industry best practices to deliver advanced telecom solutions that optimize omni channel communications, telephony infrastructure, and workforce management.
What you'll be part of - our Deloitte Global Culture:
Who you'll work with:
Qualifications:
- Minimum 8 years of experience
- Ability to lead and develop team-based projects as well as work cross functionally and collaborate effectively with business partners
- Excellent relationship management skills with experience navigating complex environments and understanding key influencers and stakeholders to achieve desired results
- Advanced understanding of telephony and IVR technology integrations and related telecommunications devices, networks, software, and systems
- Experience with large scale contact center telephony
- Prior experience with Genesys Cloud, Avaya, Cisco, IEX, NICE or other ACD phone system
- Experience with WFM software (Genesys Cloud, Verint, Aspect, NICE, eWFM, etc.)
- Experience with creation and version control of technical documentation and system diagrams
- Experience gathering requirements and engaging with stakeholders and cross-functional partners
- Demonstrated ability to apply telephony and IVR industry best practices within geographically dispersed and disparate operating environments to achieve optimal efficiency and customer satisfaction
- Excellent analytic ability to work with large data sets from multiple sources and database applications to create solutions and optimize IVR and WFM