Position Summary
Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Customer Communications Technology Sr. Genesys Engineer you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work you'll do/Responsibilities
- Lead the onshore efforts for the Genesys solution ecosystem, assist in client management, technical grooming, defect resolution, RCA
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- Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to asses points of failure in order to identify solutions to reported issues.
- Troubleshooting through logs for inbound, outbound voice (SIP/URS/ORS/IXN/Stat/MCP etc) , E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment.
- Resolve technical issues, related to the Genesys platform, minimizing downtime, and ensuring service continuity.
- Installing Genesys Engage applications both Linux and Windows
- Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance.
- Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools.
- Conduct training sessions and workshops to educate staff on new features and best practices.
- Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes.
- Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements.
The Team
Our Digital Foundry & Operations works with the Customer & Marketing group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
- 4 + years of consulting/ industry experience
- 4 + years of experience in Genesys Engage
- Experience working with agile methodology utilizing Jira
- Certification Genesys Engage
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available.
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Live near or willing to relocate to Houston, TX. Relocation assistance is available.
Preferred
- Genesys Cloud CX/Contact Center domain experience
- Strong communication, influence, and cross-functional collaboration skills.
- Strong problem-solving and critical thinking abilities
- Experience working in a consulting environment.
- Analytical/ decision making responsibilities
- Analytical ability to manage multiple projects and prioritize tasks into manageable work products
- Can operate independently or with minimum supervision
- Excellent communication skills
- Ability to deliver technical demonstrations
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our people and culture
Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.
Our purpose
Deloitte's purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact.
Professional development
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Requisition code: 195308