Contact Center Solutions Integrator
4 weeks ago
Overview Description Position Summary Acting as a core member of the assigned project delivery team, the solutions integrator provides creative and practical solutions to business challenges, configures CCaaS solutions and builds integrations to various contact center systems. The solutions integrator is responsible for delivering quality installation services and personalized customer-focused support in a timely manner. Responsibilities Act as a technical advisor with expert understanding of partnering CCaaS solutions Assist the business analyst in gathering business and technical requirements and maintain build books Implement, configure and test proposed solutions, which may include: Spin up CCaaS instances and configure SIP trunking and integrations Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc. Omni-channel experiences AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc. Participate in AI application builds Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects. Acquire and maintain knowledge of partnering solutions’ offering, remaining up to speed with all new features and releases. Contribute learnings to company-wide knowledge base Participate in internal projects that enhance the quality or efficiency of integration services Provide training to end users as required (agents, supervisors, administrators, etc.) Assist in resolving special product-related issues or complex escalated support cases as needed. Any other relevant duties. Technical Skills Required: In depth knowledge of Genesys Cloud CX and/or Five9 Technical proficiency in Cloud services (Azure, AWS, GCP) Contact Center Experience working with Inbound/Outbound/Email/Messaging/SMS Expertise integrating CCaaS solutions with third party platforms (CRMs, ERPs, ticketing, payment processing, UC, WFM, BI, etc.) Knowledge of Genesys Cloud Developer tools Rest APIs C# or HTML & Javascript Asset: Knowledge of Terraform package build with Genesys Cloud Experience using Git DevOps experience Experience with other CCaaS solutions such a Talkdesk, Amazon Connect, Zoom Contact Center Experience with NLU/NLP Platforms (Dialogflow, Lex) DBMS .NET / NodeJS / Python development experience Technical proficiency in Windows Server, Client platforms and Networking Qualifications Fluency in English and French University degree in a related field Minimum 5 years of Contact Center experience Minimum 3 years deploying CCaaS solutions Ability to work in a self-directed and self-motivated environment Ability to manage multiple projects at the same time Ability to travel Leadership and assertiveness Ability to manage customer expectations and deliverables to successfully deliver projects within scope, timeline, budget and with full customer satisfaction #J-18808-Ljbffr
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Montreal, Canada Bell Canada Full timeA leading telecommunications company is seeking candidates for a role focused on technical solution integration, specifically within contact centre environments. The ideal candidate will have a strong background in cloud-based solutions, experience with the Genesys Cloud platform, and the ability to deliver innovative integrations. Located in Montreal, the...
