Job Title: Salesforce Engineer with Genesys Experience
Location: Dallas, TX
Duration: 1+ Year Contract
Job Description: Genesys/Salesforce Engineer
Key Roles and Responsibilities:
This person is primarily responsible for integration of the contact center environment subsystems, test plan completeness and testing approach for the combined contact center environment. The individual will work closely with the project managers already engaged in the contact center project and will work in alignment with the program management office. Typical work activities for the project manager role include:
Provide technical guidance regarding the CRM agent technologies in scope, including Salesforce and Zoom call recording.
Assist with e911 requirements design and implementation
Review and recommend updates to the implementation project plan.
Participate in weekly project status meetings.
Determine any gaps for the solution functionality against the current needs analysis.
Perform analysis of the proposed contact center architecture against the needs analysis.
Perform analysis of the proposed contact center implementation roadmap.
Perform analysis of the contact center contracts proposed for the solution and services implementation.
Assist with analysis of planned end state documentation to meet on-going management requirements.
Assist with Technical Design packet that should include Technical Design Specifications including but not limited to call flow diagrams, data definition documents and other documentation addressing implemented custom features. This packet should also include the user and system regression test plans.
Assist with Change Control and configuration management documents, identifying the policies and procedures as well as the technical documentation to support a robust Change Control process.
Review maintenance documentation that should document processes to monitor and maintain the system once it is in ’steady state’. This packet should document procedures to make routine changes (such as agent, skill or minor call flow changes), as well as the policies and procedures to document and control updates to the system.
Assist in developing and executing system and user test plans of components, features, call flows and functionality as needed.
Informal mentoring and technical knowledge transfer of system best practices and system support processes.
Provide Subject Matter Expertise (SME) on the architecture and subsystems associated with the Genesys and Salesforce contact center platform.
Review test plans for accuracy, applicability and completeness
Review test results for completion
Work with project team staff to ensure integration points are well defined and understood
Assist with pre-cutover support to subsequent deployment phases.
Assist with Day One operational support following the go-live date for subsequent deployment phases.
Troubleshoot system and applications in steady state as an augmentation to the preliminary interface of formal support resources.
Review and advise the team on the creation of as-built and support documentation of the combined contact center/voice solution and applications.
Thank you for your time and look forward to work with you.
______________________________________
Thanks,
David Johnson - Sr IT Recruiter
MANIFEST Technology
Email: david@manifesttechnology.net ...(More..) |
