Company Description
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Job Description
- Responsible for the design, implementation and support of Sutherland Genesys platforms. Current platforms include Genesys Engage CX Contact Genesys Genesys OBS, Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, , Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
- Strong Knowledge in Genesys Engage E-services.
- Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
- Partners with the Business and Service Delivery team to assist with new Program solutions.
- Responsible for Engineering design documentation along with Runbooks for Operations.
- Partners with development/integrations team for platform support when needed.
- Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
- Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
- Manages vendors on escalated issues and projects specific to your area of influence.
- Interacts directly with client related to issues, problems, or overall design.
- Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
- Willingness and ability to cross train others in the varying technologies related to area of influence.
- Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
Qualifications
BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.
- Expert knowledge of Genesys Platform
- Expert in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
- At least 2 years of experience on Composer.
- 5 years demonstrated experience delivering on multiple, simultaneous projects.
- 5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.
Additional Information
- Demonstrated experience in vendor management
- Knowledge of Avaya and Cisco CUCM is a plus
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
Top Skills
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
