Job Summary

Responsible for the design, development, implementation, and integration of new or existing applications, systems, programs, or software including documentation, testing and collaborating with business users to understand requirements and translating into technical solutions. Analyze customer needs and design technical solutions to meet business and technical requirements.

Job Description

Job Summary:

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.

This role requires strong communication skills and the ability to work effectively across teams to deliver high-quality solutions that enhance the efficiency and effectiveness of our Contact Center operations.

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

Typically requires a Bachelor's degree in 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,

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.

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.