Healthcare Businesswomen’s Association
Developer Analyst IT
Healthcare Businesswomen’s Association, Northfield, Illinois, United States,
Job SummaryResponsible for the design, development, implementation, and integration of new or existing applications, systems, programs, or software including documentation, testing and collaborating with business users to understand requirements and translating into technical solutions. Analyze customer needs and design technical solutions to meet business and technical requirements.
Job DescriptionJob Summary:Responsiblefordeveloping and implementing
Contact Center technology systems
such as
Genesys CCaaS ,
Avaya & 8X8. Collaboratingwithbusinessuserstounderstandrequirementsand assist migration from different voice platforms to CCaaS technologies.This role requires strong communication skills and the ability to work effectively across teams to deliver high-quality solutions that enhance the efficiency and effectiveness of our Contact Center operations.Major Responsibilities:C
reate Call flows and add/create/update
existing
Call
flows in Genesys CCaaS platform
. Assist new business units
to design, document, develop, test and deploy required IVR and call flows that meet business
requirements.Troubleshoot and support review minor releases, including engineering specials and patches, to determine if they resolve an issue or offer a bug fix that is essential to the environment.Using appropriate technology capabilities, designs, writes, tests, debugs and documents new and modified
processes.Evaluate application and program modifications to ensure solutions align with business and technical requirements. Collaborate with end users and product owners to prototype, refine, test, and debug as needed.Adhere to and enforce all company standards related to software development including security, performance and resiliency
standards.Contribute to and promote the continuous improvement of all software development practices. Engage in continuous improvement of one’s own skill set, both technical and non-technical.Maintain an understanding of software development best practices and promote their introduction to the company as applicable.Consult with all software system stakeholders to provide any necessary technical expertise and
analysis.Develop a solid understanding of the
Customer Service
business domain and apply this understanding to all software development
activities. Assist the Genesys Support Team as required for escalated customer issues.Coordinate and plan with Project Manager in delivering of projects.Minimum Job Requirements:EducationTypically requires a Bachelor's degree in
IT
related
field.Work
ExperienceAt least 2 years of experience in
contact center application
development and configurations.Experience building and maintaining customer service and helpdesk software and telephony systems (Genesys, Avaya, CRM)Good knowledge of contact center technologies and concepts such as IVR (Interactive Voice Response), ACD (Automatic Call Distribution), PBX (Private Branch Exchange), including call queuing, routing, and agent management.Knowledge / Skills /
AbilitiesStrong knowledge of Genesys Cloud CX Architect
,
Inbound, Outbound and In Queue Call Flows, Dialog Engine Bot Flow or Co-pilot, and Design and implement of Omni Channel.Strong Knowledge of SIP trunk infrastructure, Genesys Administration
, Agent Configurations (CME), Universal Routing Server (URS), and Orchestration Routing Server (ORS).Knowledge of Genesys Workforce Management, Intelligent Workload Distribution, Genesys Info Mart and Interactive Insights and Genesys Interaction RecordingKnowledge of software development life cycle protocols.Strong customer service skills.Strong business analytical and problem-solving skills.Skills : Genesys Cloud, Microsoft Office Suite, Office 365, Dynamics CRM, ADUC, Service Manager, TTS, SQL, JIRA,Benefits
- Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here .Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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Job DescriptionJob Summary:Responsiblefordeveloping and implementing
Contact Center technology systems
such as
Genesys CCaaS ,
Avaya & 8X8. Collaboratingwithbusinessuserstounderstandrequirementsand assist migration from different voice platforms to CCaaS technologies.This role requires strong communication skills and the ability to work effectively across teams to deliver high-quality solutions that enhance the efficiency and effectiveness of our Contact Center operations.Major Responsibilities:C
reate Call flows and add/create/update
existing
Call
flows in Genesys CCaaS platform
. Assist new business units
to design, document, develop, test and deploy required IVR and call flows that meet business
requirements.Troubleshoot and support review minor releases, including engineering specials and patches, to determine if they resolve an issue or offer a bug fix that is essential to the environment.Using appropriate technology capabilities, designs, writes, tests, debugs and documents new and modified
processes.Evaluate application and program modifications to ensure solutions align with business and technical requirements. Collaborate with end users and product owners to prototype, refine, test, and debug as needed.Adhere to and enforce all company standards related to software development including security, performance and resiliency
standards.Contribute to and promote the continuous improvement of all software development practices. Engage in continuous improvement of one’s own skill set, both technical and non-technical.Maintain an understanding of software development best practices and promote their introduction to the company as applicable.Consult with all software system stakeholders to provide any necessary technical expertise and
analysis.Develop a solid understanding of the
Customer Service
business domain and apply this understanding to all software development
activities. Assist the Genesys Support Team as required for escalated customer issues.Coordinate and plan with Project Manager in delivering of projects.Minimum Job Requirements:EducationTypically requires a Bachelor's degree in
IT
related
field.Work
ExperienceAt least 2 years of experience in
contact center application
development and configurations.Experience building and maintaining customer service and helpdesk software and telephony systems (Genesys, Avaya, CRM)Good knowledge of contact center technologies and concepts such as IVR (Interactive Voice Response), ACD (Automatic Call Distribution), PBX (Private Branch Exchange), including call queuing, routing, and agent management.Knowledge / Skills /
AbilitiesStrong knowledge of Genesys Cloud CX Architect
,
Inbound, Outbound and In Queue Call Flows, Dialog Engine Bot Flow or Co-pilot, and Design and implement of Omni Channel.Strong Knowledge of SIP trunk infrastructure, Genesys Administration
, Agent Configurations (CME), Universal Routing Server (URS), and Orchestration Routing Server (ORS).Knowledge of Genesys Workforce Management, Intelligent Workload Distribution, Genesys Info Mart and Interactive Insights and Genesys Interaction RecordingKnowledge of software development life cycle protocols.Strong customer service skills.Strong business analytical and problem-solving skills.Skills : Genesys Cloud, Microsoft Office Suite, Office 365, Dynamics CRM, ADUC, Service Manager, TTS, SQL, JIRA,Benefits
- Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here .Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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