Careers

Description

The professional consultant position demonstrates exemplarily skills in software engineering, design, architect, configuration and installation of telephony and customer contact centers technology on Bizdial and Genesys platforms.Work as software engineer and designer for the operation of Contact Center applications. Provide technical and consulting expertise regarding various Bizdial solutions. Bring deep understanding of customer problems and solution benefits to all prospects.Understand customer needs and provide support for Bizdial contact center software & services. Support integrated software solutions for customer relationship management.Work with the customers to co-create solutions to bridge CX gaps within their environments and recommend Bizdial Solutions and customizations to the customer requirements to maximize efficiency and reduce operational costs.

This position is   support activities to include management of helpdesk tickets for adds, moves, and/or changes, analyzing, isolating, and resolving end user problems as reported in helpdesk tickets. Quality control routines require the Engineer to provide feedback to the end user on what was done to resolve the issue.The professional consultant position demonstrates exemplarily skills in software engineering, design, architect, configuration and installation of telephony and customer contact centers technology on Bizdial and Genesys platforms.Work as software engineer and designer for the operation of Contact Center applications. Provide technical and consulting expertise regarding various Bizdial solutions. Bring deep understanding of customer problems and solution benefits to all prospects.Understand customer needs and provide support for Bizdial contact center software & services. Support integrated software solutions for customer relationship management.

Work with the customers to co-create solutions to bridge CX gaps within their environments and recommend Bizdial Solutions and customizations to the customer requirements to maximize efficiency and reduce operational costs.This position is   support activities to include management of helpdesk tickets for adds, moves, and/or changes, analyzing, isolating, and resolving end user problems as reported in helpdesk tickets. Quality control routines require the Engineer to provide feedback to the end user on what was done to resolve the issue.

The individual in this position must have deep operational knowledge of the following:

• Bizdial solution engineering and application architecture.
• SIP Trunks, Primary Rate Interface (PRI) integration with Gateways to accommodate large volumes of inbound calls.
• SIP Trunks, Primary Rate Interface (PRI) integration with Gateways to accommodate large volumes of inbound calls.

Duties and Responsibilities may include but are not limited to the following:

• Solution consulting & designing of Contact Center Technology on Bizdial, Genesys, and Asterisk platforms
• Maintaining and troubleshooting of the Bizdial Omni Channel solution and Genesys framework.
• Bizdial solution integration with Genesys, Nuance Speech Engine, CRM or other CCT components
• Software engineering and designing in contact center technology.
• Software engineering and designing in contact center technology.
• Configuration and installation of Bizdial solution components.
• Reporting support/hierarchy.
• Adding, moving, changing and/or deleting users on systems
• Quality Control routines.
• Quality Control Disaster Recovery – High Availability.
• Manages the telecommunications operations for multiple site(s), assuring control, reliability, performance, and security of voice communications.
• Troubleshooting, analyzing, isolating, and resolving end user issues (management of helpdesk tickets).
• Business Continuity/Disaster Recovery routines – testing Open Branch/OSV.
• Administrates, implements, and maintains IP Telephony Platforms.
• Analysis of system performance and applying system updates.
• Integrating new business applications and solutions into call centers.
• System integrity checks: call routing and logs for troubleshooting and discrepancies.
•  Integrating third party applications as per client implementation requirements (ie. Call recording installations).
• Telephony infrastructure (Cabling and/or transport orders)
• Additional duties and responsibilities as assigned.

Transferable Skills

• Customer Service Skills
• Technically Advanced
• Detailed Oriented
• System Administration
• Excellent Communication Skills
• System Installation
• Intuitive Problem Solving
• Team Player
• Time Management
• Verbal and Written Communications in English is required.

Physical Requirements

• Global travel necessary as per project requirements. Initially, primarily within Canada, USA & APAC countries (To include but not limited to Australia, India, Malaysia, New Zealand, Philippines, and/or Singapore (up to 50% as per requirement)

Qualifications

• Min 10 years’ experience with Call Centers, telecommunications, and telephony (TDM and VoIP)
• Experience with Bizdial contact center applications and solutions
• Min one Genesys Certification is must
• ITIL Certification is preferred
• Linux and Windows server knowledge / experience
• Experience with technical development and analysis
• Installation and support of Contact Center infrastructure required
• Full oral and written communication in English is required.