Beacon Hill was founded to set a new standard in search, career placement and flexible staffing. Location: Remote EST osition Description: * Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts * Voice, Chat and Email routing * Administers and supports PureCloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.) * Familiar with integrations with SalesForce Voice Cloud * Performs Tier 3 support, proactive maintenance and performs complex IVR system troubleshooting and root-cause analysis. * Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation. * Leads development of long-term strategies and capacity planning for meeting future Omni Channel platform needs. * Develops and delivers architect flows, Scripts and IVR/ACD Attendant scripts. * Handles Move Add and Changes, including user setup. * Communicates effectively with end users regarding the status of their requests. * Remains current on new products, services, protocols, and standards in support of mentioned platforms development and equipment procurement. * Participates in PCI compliance activities as required, including providing evidence for quarterly and yearly audits. * Liaises with equipment vendors during installations, acquisition negotiations, and hardware performance issues, as/where needed. * Performs Root Cause Analysis of Unified and Telecom Incidents. * Conducts testing ad development disaster recovery plans to detect faults, minimize malfunctions, and backup systems. * Monitors and identifies capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems. * Generates usage and network traffic reports for voice video and messaging systems. * Configures, tests, maintains, monitors, and troubleshoots end user unified messaging telephony, and voice/data software products. * Designs and supports Omni channel applications, including Voice, email and Chat. * Communicates effectively with business line managers regarding the status of their department's request. * Acknowledges and abides by all Information Security Policies. Required Skills: * 6+ years' of technical or applicable experience * 2+ years' experience in Genesys Purecloud platforms. * Genesys PureCloud certification required. * Experience administrating and supporting PureCloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.) * Development skills/certifications HTML REST WEB Services Microsoft SQL Server Web-services, 3rd party APIs * Genesys PureCloud API's * Expertise in Architect flows * SIP and H323 troubleshooting knowledge and experience * Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts * Java/JavaScript * Excellent analytical skills, especially in a telecommunications field. * Ability to conduct research into telecommunications issues and products. * Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment. * Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments. Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/ Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records. Company Profile: Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles. Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com . Benefits Information: Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings. We look forward to working with you. Beacon Hill. Employing the Future™
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