CX Technology Engineer

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. We are a business process and service company. Job Description Why Conduent: You’ll have an opportunity to work on innovative technology while being surrounded by a culture that recognizes each person’s contributions. Each day you’ll feel challenged and know you are making a difference. At Conduent, we believe everything touches everything -and to that end we value our work and each other in the process, making it an award-winning place to work. In 2021, we won Best Places to Work, Best Global Culture and Best HR Team. You have an opportunity to personally and professionally thrive, make a difference, and be part of a culture where individuality and participation is valued. As a CX Technology Consultant, you'll play an integral role in building a holistic view and roadmap of the company's technology strategy and processes. You will partner with internal technology groups to ensure that proposed technical solutions align with the company's overall objectives. We need someone who will work alongside Sales Account Executives (pre-sales) and Professional Service Executives (post-sales) to provide consulting and technical expertise regarding Contact Center as a Service (CCaaS) solutions. You’ll serve as a consultant and lead the vision and strategy discussions with contact center and customer service leadership and management. You’ll develop a comprehensive understanding of the overall customer’s objective while facilitating business process reviews to identify customer requirements and processes. In addition, you’ll be busy translating customer requirements into contact center design, leveraging best practices and minimizing the need for custom development. We need someone who can: Managing all aspects of projects and customer communications Overseeing and be accountable for the successful completion of all aspects of assigned projects Performing design, development, and configuration of CCaaS products and platforms Maintaining appropriate technical certifications of CCaaS products Delivering end user training and documentation General Troubleshooting and debugging Exercising independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management Technical Qualifications: Minimum 3 years in development, configuration, or deploying SaaS/Cloud products and platforms Minimum of 3 years of relevant professional experience in CX industry, preferably implementing, configuring, and supporting contact centers Strong hands-on experience in cloud-based CX platforms, such as Genesys Cloud CX. Experience in implementing, maintaining, and supporting voice, IVR, chat, SMS/messaging channels in SaaS platforms Strong programming experience with implementing API/Web Services Experience integrating CCaaS products with CRM solutions (like Salesforce, MS Dynamics) Knowledge and understanding of EAI between CX platforms and legacy/custom/SaaS applications using standard integration architecture Professional, self-motivated individual who has the ability to operate in a cross-functional and global organization Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethic Experience in Agile software development methodology and practices with full development lifecycle from inception through implementation Preferred Qualifications for Consideration: Certification in Genesys Cloud CX Administration of Genesys Contact Center (PureCloud). Create call flows, route points, add new users, check system logs, Interactions, Agent Endpoints, Queue management, Script changes, Campaign/ Application schedule as per business requirement etc. Strong knowledge of configuration and implementation of Genesys PureCloud. Strong knowledge on Omnichannel & Digital eServices (Email, Chat, SMS) Experience in leading/solutioning transformations from legacy to Genesys omnichannel Cloud CTI/IVR/ setup. The Colorado Equal Pay for Equal Work Act requires employers to disclose the following information. If the successful applicant will be required to perform work from a physical site outside Colorado, the following information may not apply. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time. For Colorado considerations only the estimated salary range is $103,000 - $134,000. Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the