Solution Engineer for Contact Center en Thomson Reuters

Solution Engineer for Contact Center
Provides highly skilled technical support/delivery capability as technical lead for the current and future delivery, support, and maintenance of future production services in the contact center environment utilizing Genesys Cloud. Leads technical and procedural consistency within a team focused on the implementation, service delivery, and support of products, systems, & networks. Leads initiatives for driving down incident rates and working with 1st line operations to improve service recovery times. Leads the implementation process to ensure that all aspects of operability are delivered whilst ensuring that existing service levels are maintained or improved. Complies with operational standards, procedures, and best practice. Operations Engineers within specialist functional teams may have compliance assurance responsibility.

About the role:

As a Solution Engineer for Contact Center , you will:

• Provides a high level of technical and subject matter expertise in Genesys Cloud and serves as a point of escalation for technical issues related to specialty.
• Produces, delivers, and maintains appropriate documentation for systems in accordance document control standards and procedures.
• Provide input to records, quality systems and management reports as required
• Contributes to the definition and implementation of improved operability on new and current systems.
• Uses innovative methods including the redesign of process and providing technical solutions to reduce the volume and mean time to recover incidents in assigned business unit.
• Identifies risks & issues and takes ownership to deliver appropriate resolutions.
• Provides technical expertise for root cause analysis and problem management.
• Provides detailed implementation/project plans across multiple, complex work streams according to agreed standards and ensures project processes and timelines are understood and followed.
• Works and cooperates with internal and external groups when required in order to fully support environments and maintain service.
• Adheres to change management procedures in defining, planning and implementing change in such a way that ensures appropriate coordination with other teams, minimizes service disruption, and ensures adherence to Service Level Agreements.
• Improves change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.
• Provides specialist support during complex and/or major incidents.
• May be asked to lead recovery efforts during major incidents within business unit.
• Deputize for the team manager as required.
• Contributes to or author technical documentation such complex changes instructions.
• Reviews, and updates as appropriate, operations procedures, standards, and technical policies.
• May be asked to assist with production of white papers on technical R&D projects
• Collaborates with business, third party vendors, developers, application support and technical operations groups to determine appropriate hardware/software needed and to resolve any issues impacting the application processes.
• Stays abreast of recent developments in related technical community, including new technology and business news that may impact vendors’ ability to provide service.

About You

You’re a fit for the role of Solution Engineer for Contact Center if you are:

• Experienced professional with in-depth knowledge of contact center operations including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting.
• In-depth knowledge of Genesys Cloud, including:
  • Architect for call, messaging, and bot flows
  • Data Tables
  • Data Actions
  • Embedded Clients
  • Integrations
  • Outbound Campaigns
  • Telephony Management
• Experience in the implementation and use of API and web service-based integrations

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Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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