JD
• 8 years' experience as a contact center solution architect designing, architecting, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc.)
• Calabrio Workforce Management and Quality Monitoring experience
• Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
• Extensive experience in Contact Center Production Support Operations, Contact Center Technologies and Contact Center strategies.
• Understanding of business processes and (digital) transformation and how they relate to customer experience technology
• Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountabilities and expectations
• Experience with one or multiple telephony and contact center technologies such as Cisco, Genesys, 8x8, Fuze, Five9, ShoreTel, etc.
• Ability to learn and lead development of technical specifications
• Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
• Pure engage experience is good to have.
