Job Summary

Job Description

Responsible for developing and implementing Contact Center technology systems such as Genesys CCaaS, Avaya & 8X8. Collaborating with business users to understand requirements and assist migration from different voice platforms to CCaaS technologies.

MAJOR RESPONSIBILITIES:

• Create Call flows and add/create/update existing Call flows in Genesys CCaaS platform.

• Assist new business units to design, document, develop, test and deploy required IVR and call flows that meet business requirements.

• Troubleshoot and support review minor releases, including engineering specials and patches, to determine if they resolve an issue or offer a bug fix that is essential to the environment.

• Using appropriate technology capabilities, designs, writes, tests, debugs and documents new and modified processes.

• Evaluate application and program modifications to ensure solutions align with business and technical requirements. Collaborate with end users and product owners to prototype, refine, test, and debug as needed.

• Adhere to and enforce all company standards related to software development including security, performance and resiliency standards.

• Contribute to and promote the continuous improvement of all software development practices. Engage in continuous improvement of one's own skill set, both technical and non-technical.

• Maintain an understanding of software development best practices and promote their introduction to the company as applicable.

• Consult with all software system stakeholders to provide any necessary technical expertise and analysis.

• Develop a solid understanding of the Customer Service business domain and apply this understanding to all software development activities. Assist the Genesys Support Team as required for escalated customer issues.

• Coordinate and plan with Project Manager in delivering of projects

MINIMUM JOB REQUIREMENTS:

Education:

• Bachelor's degree in business or IT related field.

Work Experience:

• At least 2 years of experience in contact center application development and configurations.

• Experience building and maintaining customer service and helpdesk software and telephony systems (Genesys, Avaya, CRM).

• Good knowledge of contact center technologies and concepts such as IVR (Interactive Voice Response), ACD (Automatic Call Distribution), PBX (Private Branch Exchange), including call queuing, routing, and agent management.

Knowledge / Skills / Abilities:

• Strong knowledge of Genesys Cloud CX Architect, Inbound, Outbound and In Queue Call Flows, Dialog Engine Bot Flow or Co-pilot, and Design and implement of Omni Channel.

• Strong Knowledge of SIP trunk infrastructure, Genesys Administration, Agent Configurations (CME), Universal Routing Server (URS), and Orchestration Routing Server (ORS).

• Knowledge of Genesys Workforce Management, Intelligent Workload. Distribution, Genesys Info Mart and Interactive Insights and Genesys Interaction Recording.

• Knowledge of software development life cycle protocols.

• Strong customer service skills.

• Strong business analytical and problem-solving skills.

Skills: Genesys Cloud, Microsoft Office Suite, Office 365, Dynamics CRM, ADUC, Service Manager, TTS, SQL, JIRA,

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

The actual salary will vary based on applicant's location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

Every day, we're focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what's right to delivering business results, together, we're better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.