Contact Center Solutions Integrator
1 week ago
Inoria, now a proud CallTower company, is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.
More than contact center expert consulting, Inoria is about enriching the customer experience.
**Why we need you**:
Acting as the customer’s primary contact, the main objective of this role is to provide creative and practical solutions to user challenges. Employing the technical expertise, this role is responsible for delivering quality installation services and personalized customer-focused support in a timely manner.
**Principal tasks and responsibilities include**:
- To act as an expert advisor in Unified Communications and telephony solutions with expert understanding of Genesys PureCloud and/or Five 9
- To gather business requirements, document proposed solutions, implement proposed solutions (IVR, users, system configurations, skills, work groups, etc.)
- To be the main technical point of contact for projects
- To set appropriate customer expectations and fulfill customer commitments
- To acquire and maintain current knowledge of relevant product offerings and support policies in order to provide customers with technically accurate solutions
- To contribute learnings to company-wide knowledge base
- To participate in team projects that enhance the quality or efficiency of integration services
- To be responsible for professional services, software development and/or assist in special product-related issues as needed
- To provide training to agents, supervisors, administrators, etc., as needed
**Technical Skills**:
- Knowledge of Genesys software platforms (PureConnect, PureCloud)
- Knowledge of Five 9 software platforms
- Knowledge of MS Exchange and SQL Serve
**Qualifications and pre-requisites**:
- Bachelor’s degree or Certificate in Computer Science or related field
- Experience with Genesys platforms or Five 9 is a must
- Experience with telephony products such as Cisco or Avaya is an asset
- Minimum 5 years’ experience as a Genesys Support Specialist or in a similar role
- Ability to work in a self-directed and self-motivated environment
- Customer service focused with a willingness and determination to go all-out to meet critical deadlines on both an individual and team basis
- Ability to manage multiple projects at the same time
- Ability to travel
- Fluently bilingual: English and French is a must
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