Performs design, analysis, implementation and maintenance services associated with the Genesys Contact Center System. Responsible for installing, configuring, and maintaining all Genesys software applications. Creates system specifications, develops tests, implements interactive voice response, routing and desktop applications. Evaluates voice telephony, unified communication and contact center software packages and provides recommendations to management and business clients. Identifies future needs for key technologies and/or techniques and evaluates these technologies for adoption. Acts as a lead and/or technical resource.
Essential Duties and Responsibilities
- Acts as the technical lead for all projects related to the development of new systems, architecture, applications or technology capabilities in support of contact center and major voice telephony needs.
- Oversees development and ensures conformance to performance optimization, capacity management and interoperability standards and requirements.
- Serves as the company's subject matter expert for voice and contact center applications and consult with clients and IT in support of the company's IT strategy and overarching business requirements.
- Develops Request-For-Proposal functional/technical SOW documents in support of product and/or service procurements.
- Coaches other team members both in specific technical matters as well as process.
- Manages technical relationships with key vendors and technology development companies.
- Manages disaster recovery planning/testing including system documentation.
- Provides after hours on-call support of applications and telecommunications systems.
Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.
Performs related duties as assigned.
Essential Education, Skills, and Environment
Education and Work Experience
Bachelor's degree in Engineering, Computer Science, Mathematics, Information System or related field from an accredited school plus 8+ years of related experience in design and support of VoIP voice and call routing systems.
Candidates that do not possess a bachelor's degree must have a minimum of 12 years of related experience in design and support of VoIP voice and call routing systems.
Specialized Knowledge and Skills
Demonstrated knowledge of:
Application of more than one of the following call center technologies: Genesys call routing, SIP Server, GVP, Resource Manager, ICON/Infomart reporting infrastructure, CTI desktop integration, IWS/IWD, workforce management, quality assurance, call recording systems, call analytics, and IP-PBX integration.
Industry or in an environment whose scope, size, and complexity are comparable.
Implementation, deployment, and support of telephony and contact center telephony applications, systems and services in a mission-critical, production environment.
Common telephony architectures, call routing strategies and contact center services.
Integrating disconnected enterprise-class systems with telephony applications in a robust, fault-tolerant manner consistent with industry standards.
Understanding of deployment topologies (i.e. ensuring secure, highly available systems).
Experience with change management processes and procedures.
Technical knowledge with hands-on experience in Java, XML Web Services, SQL. .NET Framework and other new and current computing programming languages as used by voice applications.
Understanding of company's existing IT&T environment and of applicable company policies, practices, and procedures.
Interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies
Telecommunication circuits and services, including carrier routing, PRI, SIP trunking.
VXML/CCXML development in both DTMF and speech applications.
Skills such as:
Project management by developing and monitoring work agreements and determining specifications, schedules, and deliverables.
Consultative and business analysis aptitude including communication and interpersonal skills that enables understanding of client's needs, define requirements and provide solutions.
Troubleshooting any issues around Genesys configuration/management layers, routing layer, Genesys Voice Portal, SIP Server, Media Server, Session Border Controller,and ICON/InfoMart
Analytical, interpersonal and communication.
Equipment and Applications
PCs, word processing, spreadsheet and database software.
Work Environment and Physical Demands
General office environment. No special physical demands required.
Annual Salary: $91,700 (Min) to $118,700 (Mid); Up to 10% Short Term Incentive Plan opportunity at the discretion of the company.
This is a non-represented position.
Flexible Spending Accounts
401(k) with a Company match provision
and more, visit our Corporate website for detailed information
NV Energy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.
If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources via email at or call our HR Help Desk at (702) 402-5500 and select '0' or Fax your request at (702) 402-0031. TTY Sensory Impaired - 711
Depending on qualifications of applicants, this position may be filled at a lower level than that which is posted such as Telecom Voice Systems Engineer III.
NV Energy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws. If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources via email at HumanResources@nvenergy.com or call our HR Help Desk at (702) 402-5500 and select '0' or Fax your request at (702) 402-0031. TTY Sensory Impaired - 711