System Administrator
Horizontal Talent

Qualifications

• Successful candidates will demonstrate strong technical leadership skills; have experience in leading and delivering quality technical solutions, demonstrate business acumen and discipline, as well as setting and executing on a strategic technical vision. In addition, candidates must have a willingness to understand existing processes and systems and possess strong interpersonal and communication skills.
• Should be able to make decisions quickly in consultation with team members and be able to build relationships, actively participate in teamwork, and understand the dynamics and critical nature of the business

Required Qualifications:

• Bachelor's degree in Computer Science or a related discipline.
• 7 years of experience in systems analysis and application program development.
• 5 years of experience developing Cloud Contact Center solutions like IVR, Queuing & Routing, Callback Assist, Recording Services, WFM/WFO, Analytics, Digital Service Products (IVA/Chat/Text/SMS) and Omni channel.

• Working with Genesys products with emphasis on PureConnect and Genesys Cloud products.
• Knowledge in chatbots (like Lex, Dialog Flow and Nuance).
• Experience administrating and supporting PureCloud (Genesys Cloud).
• Proven history of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts.
• Experience with agile teams and Scrum.
• Industry awareness about evolving design patterns for Cloud and Software-as-a-service provider-based solution integration.
• Understand market and industry trends within related technical domains.
• Requires excellent communication skills, analytical ability, strong judgment and management skills, financial acumen and discipline, and the ability to work effectively with business partners and technical peers.
• Proven ability to quickly master business domains of enterprise applications.
• Ability to work independently as well cooperatively in a group environment to achieve common goals.
• Experience with cloud technologies (Azure, GCP, AWS, etc.). Experience with PL/SQL, Analytics, SQL, and RDBMS.

Responsibilities

• This role will be responsible for leading the analysis, planning, evaluation, implementation, and validation of excellent innovative Contact Center solutions.
• Provide technical guidance in various contact center initiatives (review, input, recommend) by enforcing the vision of platform architecture and ensuring alignment to strategic roadmap keeping in mind cross-functional impacts, integration across the organization and architecture rationalization, in partnership with solution architects and other technical peers. Develop, evangelize, nurture, and refine best practices, tools, and processes for accelerating the adoption and delivery of contact center capabilities in a continuous fashion.
• Lead and participate in pilot development, coding or troubleshooting.
• Provide oversight in the planning, evaluation, recommendation, implementation, and validation of new/emerging technologies.
• Provide technical training and education to delivery teams and business partners.
• Collaborate with the architecture team to ensure that the technical solution designs and implementation are consistent with the architectural vision, as well as to drive the business through technical innovation using newly identified and emerging technologies.
• Own and drive adoption of development tools and best practices (including conducting (automated) code reviews, reducing/eliminating technical debt, and delivering vulnerability free code) across the area's technology portfolio.
• Function as subject matter expert and advocate for various contact center capabilities, requiring depth and breadth in their knowledge of the business processes, technologies, applications, integration, and interfaces.
• Communicate and present technical aspects, risks, challenges, and selling points of a solution to IT and Business partners. Identify, evaluate, and assess risks to mitigate them and eliminate any factor that might hinder the successful delivery of a solution.
• Evaluate and recommend optimal design patterns, builds and implementations.
• Collaborate with platform and engineering teams to mature Code quality management, automated testing, and environment management practices to deliver incremental customer value.
• Support and nurture discovery of reusable patterns across the area's technology portfolio.
• Leverage Technology research skills, ability to apply technology advancements to business use cases, ability to engage delivery teams to support technology changes, assess and recommend feasibility of innovative ideas across the enterprise.
• Collaborate with vendors and platform teams to optimize new product and service offerings.

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