Job Description

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen2019s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The successful candidate will be responsible for the ongoing support and maintenance of the existing on-prem Telephony and Contact Center solutions as well as the transition to Genesys Pure Cloud platform. The candidate should be able to design and implement Genesys Pure Cloud environment configuration, implementation, and deployment to production. The candidate will be passionate about contributing to an organization focused on continuously improving the customer and employee experience.

The Main Responsibilities

* Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
Work with technical teams and business leaders to design, develop, and maintain IVR's, VoiceBots and call flow routing for DTMF and advanced speech applications.
Lead implementation of API / Web Service integrations to back end systems (Rest, Soap, Json, and SQL database)
Lead implementation of QM recording, Outbound dialing campaigns, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting
Supporting and maintaining high-security environments (PCI, GDPR, etc.)
Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution

What We Look For in a Candidate

* BS/MS/BA degree with 8+ years of progressive information technology experience directly related to architecture/engineering, information security, technology
* Experience as a Cloud Architect involving large scale cloud contact center experience using Genesys Cloud platform
* Experience architecting and designing complex queuing/routing, call flows, conversational flows for a complete customer journey
* Experience in implementing capabilities including but not limited to: softphone, analytics, call recording, workforce management.
* Experience integrating Genesys Cloud with Salesforce (Lightning), Google DialogFlow (Essentials and CX), IBM Watson
* Experience with Cisco UCCE / UCCM
* Practical experience developing and deploying Contact Center solutions - preferably with 8+ years of experience.
* Ability to work independently on routine duties and take initiative in learning and understanding new product systems and features.
* Excellent verbal, written, and technical documentation skills

What to Expect Next

Requisition : 246351

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, 201Cprotected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.