Description

Bridge the gap between user requirements and technical implementation within the Contact Center domain.

Responsibilities

• Develop software solutions by analyzing information needs, system flows, data usage, and work processes.
• Document solutions using flowcharts, layouts, diagrams, charts, and code comments.
• Design system specifications, standards, and programming requirements to install solutions.
• Investigate problem areas and provide debugging support to pinpoint code issues and release production fixes.
• Manage individual tasks with minimum supervision while conferring with users and cross-functional teams.

Required Skills

• 8-10+ years of experience working with applications running on MS Windows platforms.
• Working knowledge of Contact Center applications including IVR and Genesys.
• Experience designing IVR flows and configuring workflows, custom workflows, and business rules.
• Technical understanding of infrastructure, network, and cloud networking.
• Experience with stakeholder management and project management.
• Proficiency with Microsoft Office 365 (PowerPoint, Word, Teams, Excel).
• Experience using Confluence, Jira, and Kanban boards.
• Background in supporting financial applications or the banking domain.
• Ability to debug code and identify specific lines causing issues.

Preferred Skills

• Experience with Call routing technology, ACDs, Routing management, WFM, and Command Center.
• Familiarity with Agile methodology, DevOps, and ITIL frameworks.

Key Skills

Education

Any Graduate