Identification de l’offre d’emploi R-414731 Date d’affichage 11/02/2021 Retour aux résultats de recherche Postuler

Senior Genesys Engineer, Contact Center Technologies (Remote)

Job Description Summary

Senior Genesys Engineer, Contact Center Technologies
North America | United States | Remote
Technology & Global Services organization at Becton Dickinson (BD)

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Job Description:

The Genesys Contact Center Technologies Sr. Engineer is a member of the Collaboration and Mobility Technologies team who are responsible for the vision, architecture, engineering, prototyping, implementation, and day to day operations of the Voice, Video, Mobility and Contact Center solutions and technologies.  This role will have a global impact across all BD regions and business entities supporting an employee base of 70,000+ associates.  The Contact Center Technologies Sr Engineer provides support to all groups to efficiently support Business and IT activities and key Business and IT projects.

This role will be a key member BD’s Contact Center Projects, and day to day operations to ensure our services and technologies evolve to meet the needs of the organization, while maintaining serviceable and cost-effective solutions.

 Specific responsibilities include:

  • Key member of team responsible for day-to-day operations in the Contact Center space.

  • Participate in architecting, implementing, developing, testing, and supporting new contact center projects and solutions.

  • Support highly complex technologies to meet current and future needs of our users.

  • Works in partnership with IT, IT Support Partners, Vendors and internal BD Businesses and Teams to drive efficiency and technology adaption.

  • Supports the evolution of the Contact Center technology roadmap and framework against industry best practices.

  • Coordinate directly with businesses, vendors, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications.

  • Provide on-call support to users by handling Service Requests and Incidents related to Genesys.

Qualifications

Required:

  • Bachelor’s degree preferred in Information Systems/Computer Science or related experience.

  • 5+ years of related professional experience in Contact Center technologies.

  • 5+ years’ experience in managing service provider relationships-preferably at a global level.

  • Strong knowledge of configuration, implementation, and testing of Genesys Contact Center technologies

  • Hands-on working experience with Genesys Cloud capabilities including but not limited to Call Flow Design, Routing, Omnichannel – Voice, Email, Chat, Real-time and Historical Reporting & Analytics, Quality Management, Workforce Optimization (WFO), Workforce Engagement Management (WEM), Callback.

  • Experience with Network and Voice architecture

  • Integration experience with legacy voice systems including Avaya, Cisco, Alcatel.

  • Integration experience with ERPs/CRMs including Salesforce.com

  • SQL Database experience preferred.

  • Familiarity with Genesys Dialog Engine preferred.

  • Familiarity with 3rd party AI/Bot technologies such as Google DialogFlow and IPSoft Amelia preferred.

  • Demonstrated ability to troubleshoot platform, application, and reporting issues

  • Strong analytical and problem-solving abilities

  • Hands-on experience maintaining large, multi-site, complex contact center environments

  • Experience administrating and supporting Genesys Cloud

  • Ability to take a requirement document, work through any ambiguity and follow through to implementation.

  • Excellent written, verbal, and interpersonal skills.

  • Strong organizational and analytical skills.

  • Strong customer service focus

  • Self-motivated individual

Preferred:

  • Experience working in a team-oriented, collaborative environment.

  • Experience with working in a large matrixed enterprise, virtually across the globe.

  • Independent and goal oriented.

  • Certified Genesys Engineer

Employment at BD is contingent upon the Company’s receipt of sufficient proof that you are or will be fully vaccinated against COVID-19.  Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law. 

Why join us?

A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.

To learn more about BD visit https://jobs.bd.com/

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

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Lieu de l’emploi

Franklin Lakes

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Lieu de l’emploi

Franklin Lakes

Consulter la carte pour connaître ce qui se trouve dans les environs.

Recommander
à un ami

Approbation
du Présiden et Chef de la direction

«Nous sommes une entreprise qui vise des résultats concrets et où nos associés s’emploient chaque jour à améliorer les soins de santé. De nombreuses initiatives sont en cours pour faire de BD un leader mondial des technologies médicales.»
Anonyme, Franklin Lakes, NJ

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