Senior Operations Contact Center Engineer
Company: Fisher Investments
Location: Plano
Posted on: April 22, 2024
Job Description:
It's an exciting time to join Fisher Investments; we're
investing in the future of our firm's technology and information
security. Our business is growing internationally, which emphasizes
the need to build an unparalleled team that promotes future global
growth through strategic solutions and progress. We are important
to supporting our firm's diverse businesses, and we're excited to
continue solidifying that foundation as we add more experienced
technologists to our Technology team.
The Opportunity:
As a Senior Operations Contact Center Engineer, you will be part of
the Enterprise Contact Center Operations teams responsible for
ensuring the smooth operation, optimization, and overall health of
the Genesys Contact Center CX platform.
Your responsibilities will include troubleshooting CRM platform
integrations, analytic applications, and collaborating with team
members to uphold the platform's effectiveness in meeting our needs
and continues business operations. You will engage in technical
troubleshooting sessions alongside core team members, supporting
teams and vendors, addressing complex voice quality issues, and
actively working towards resolutions. You will report to the
Enterprise Contact Center Infrastructure Manager.
The Day-to-Day:
- Support and troubleshoot contact center technologies which
include Call Recording/Transcription Applications, Inbound /
Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC,
CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension,
Analytics, and Reporting
- Collaborate with peers and other technical teams on the end
state design of the contact center platform and telephony
requirements
- Define and manage user roles and permissions in system to meet
our requirements
- Define and manage contact center operational reports and
business facing reports
- Write, maintain and implement performance test scenarios,
strategy and document test status and result
- Continue to improve the effectiveness of operational tools,
processes and identify opportunities for improvements
- Collaborate with Application Support Teams to insure proper
integration with third-party solutions like Salesforce, Cisco UC,
Observe.AI, Aleveo, PureInsight
- Work with Technology Business Support team to ensure Contract
Center solutions are meeting business service levels
- Troubleshoot complex WebRTC connectivity and audio issues
reported by in-office and remote users
- Monitor and manage of contact center applications to ensure
overall system performance, accessibility, and usability
- Ensure system changes and requests are prioritized and
addressed directly, or with vendor technical support
- Provide Level 3/4 Technical support during business hours and
on-call rotation
Your Qualifications:
- 6+ years of experience Supporting Genesys Call Center
platform
- 5+ years of deep technical experience working with cloud-based
Globally deployed Contact Center environments
- Proficient in contact center technologies including Call
Routing, Call Recording, Transcription, Historical Reporting, IVR
Solutions, Omni-Channel solutions, Work Force Optimization and CRM
Integrations
- Experience implementing and supporting BYOC integrations with
CCAAS
- Scripting and use of automation optimizing repeatable tasks by
REST APIs
- Integration support with Salesforce and ServiceNow
- Experience with Agile / Scrum methodologies, Collaborating on
JIRA and Confluence
- Proven experience leading programs to successful implementation
and completion
- Genesys training and certifications
- Knowledge of Cisco Unified Communications Platform and Cisco
SBC
Why Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We
take great pride in our inclusive culture, our learning and
development framework customized for every employee, and our Great
Place to Work Certification. It's the people that make the Fisher
purpose possible, and we invest in them by offering exceptional
benefits like:
- 100% paid medical, dental and vision premiums for you and your
qualifying dependents
- A 50% 401(k) match, up to the IRS maximum
- 20 days of PTO*, plus 10 paid holidays (*17 days of PTO and 3
days of sick time for California employees)
- Family Support programs including 8 weeks Paid Primary
Caregiver leave, adoption assistance and back-up child care
- $10,000 fertility, hormonal health and family-forming
benefit
- Opportunity to participate in our hybrid work from home
program. This program is subject to change. Based on tenure and
performance eligibility, you will have the opportunity to work from
home up to 75 days per year
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
Keywords: Fisher Investments, Plano , Senior Operations Contact Center Engineer, Engineering , Plano, Texas
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