(Grand Rapids, MI) Utilize information technology education and experience building and deploying large complex contact center applications to develop and implement Genesys (Interactive Intelligence) PureConnect and PureCloud software solutions. Ensure compliance with PSO implementation standards. Design and implement process improvements for Project Managers and VDS management to increase efficiencies for the development and delivery of Genesys solutions. Serve as technical lead in partnership with VDS PRO Project Manager and Customer Project Manager to successfully deliver projects. Prepare and install solutions by determining and designing system specifications, standards and programming. Develop product improvements by testing, troubleshooting and assessing efficiencies. Conduct functional testing and user acceptance testing (UAT) to ensure products fulfill the requirements of the end user. Monitor system performance, communicating key project data to VDS management. Provide technical support to customers on issues with communication solutions and document customer interactions to make recommendations to VDS management.
Minimum of a Bachelor's degree in Electronic Engineering, Computer Engineering, Computer Science or a related field, Interaction Center Handler Developer ("ICHD") certification and five years of related software development experience for information technology applications required.
Our 30 years of leadership in customer experience management — with its ever-evolving technologies — continues to be an honor, serving customers at Fortune 500 companies and SMB organizations across multiple industries.