PRA Group is looking to implement and optimize the Genesys Cloud CX platform to advance customized contact center solutions, focusing on automation, dialing strategies, call recording/grading, user interface, and data collection. The role will provide technical direction, manage third-party vendors, and advise senior leadership on technology investments and risks.
Requirements
- Minimum 12 years of experience with call center technology and telephony systems
- Proven ability to implement, configure, and support Genesys Cloud CX contact center solutions in large-scale environments
- Experience in understanding and functioning of outbound dialer, inbound blend, interactive voice response (IVR), system production equipment, telephone systems, performance monitoring software, design and spreadsheet import and exporting of data preferred
- Extensive and proven SQL experience
- Proficient with the following database applications: Microsoft DTS/SSIS, Microsoft SQL Server 200/2005/2008, Oracle 8i/9i/10g, PL/SQL, SQL Plus, Transact SQL
- Experience in writing technical documents, statements of work and contracts
Responsibilities
- Leads a team in the development and support of contact center technologies related to dialing (inbound/outbound), automation, and employee experience, with an emphasis on implementing and optimizing Genesys Cloud CX.
- Oversee the programming, integration, and testing of software solutions, working closely with agile and cross functional teams to ensure successful Genesys deployment and adoption.
- Champion for strategic projects designed to drive efficiency, automation / technology enhancements and scalability. Research and recommend new technologies to aid the business
- Oversee the installation/maintenance of servers and technology upgrades
- Ensure daily collections workflow is available and running smoothly for all call center sites
- Administer, develop, and support call recording software
- Responsible for the maintaining relationship with third party vendors to include the following types of providers (not limited to): Genesys contact center solutions*, contact center software, call recording software, agent interface, out-pulse number branding/whitelisting, and workforce management (WFM)
Other
- Minimum 5 years of experience leading a team
- Proven track record of managing multiple congruent projects to successful completion
- This is a hybrid role (in office 3 days/week) and is based at our global headquarters office located in Norfolk, VA (near Virginia Beach, VA).
- Responsible for the overall direction, development, coordination, and evaluation of employees in accordance with policies and applicable laws
- Interviews, trains, and appraises employees, plans, assigns/directs work and resolves issues
