Senior Contact Center Solutions Specialist

Title: Senior Contact Center Solutions Specialist
Location: Multiple Locations (Charlotte, Chandler, New Jersey, Minneapolis, Denver, Dallas, Des Moines)
Job Description:

We are seeking a highly skilled and experienced Senior Contact Center Solutions Specialist to join our team. This role is crucial for the implementation and support of our Contact Center platforms, ensuring seamless integration and high-quality performance across various systems. The ideal candidate will have extensive experience in call recording, interaction analytics, and cloud storage integration, with a solid background in MSSQL and server administration.

Responsibilities:

• Lead and manage project implementations for Contact Center solutions.
• Oversee platform integrations, ensuring seamless operation and user satisfaction.
• Provide advanced support for Contact Center products, including call recording, interaction analytics, call transcriptions, quality assurance, and quality monitoring.
• Develop and execute prevention plans to mitigate potential issues.
• Manage storage migrations and ensure data integrity and security.
• Integrate and maintain cloud storage solutions.
• Perform MSSQL Server Administration, Windows Server Administration, and Linux (RHEL 8) Server Administration.
• Develop and maintain scripts using Bash, Korn shell, PowerShell, and SQL.
• Utilize interaction analytics tools like NICE Engage, Verint I360, NICE Nexidia, and Verint Speech Analytics.
• Develop BI reports to support decision-making processes.
• Participate in Agile Kanban methodology to ensure effective project management and delivery.

Qualifications:

• Call Recording: Minimum 5 years.
• Interaction Analytics: Minimum 3 years.
• NICE Engage and/or Verint I360: Minimum 2 years.
• NICE Nexidia and/or Verint Speech Analytics: Minimum 2 years.
• Hitachi HCP or StorageGrid: Minimum 1 year.
• Contact Center Solutions for large enterprises: Minimum 5 years.
• Cloud Storage Integration: Minimum 1 year.
• Agile Kanban Methodology: Minimum 3 years.
• MSSQL Server Administration: Minimum 5 years.
• Windows Server Administration: Minimum 5 years.
• Linux (RHEL 8) Server Administration: Minimum 5 years.
• Bash/Korn Shell Scripting: Minimum 2 years.
• PowerShell Scripting: Minimum 2 years.
• SQL Scripting: Minimum 5 years.
• BI Reporting: Minimum 1 year.
• Fluent in spoken English; intermediate to fluent in written English.
• Experience with Wilmac Continuity Replay is a plus.
• Proficiency in Contact Management and Computer Telephony Integration (CTI) with Genesys.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini:
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com

Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be ref