Infosys is seeking a Senior IVR Project Manager. In this role, you will interface with key stakeholders and apply your technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design. You will play an important role in creating the high level design artifacts. You will have a team with whom you work with across locations and in different time-zones. You will also deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Required Qualifications:
Candidate must be located withinthe United States. This position may require travel in the US.
Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 10 years of Information Technology experience
Experience with IVR
Knowledge and experience with full SDLC lifecycle
Experience with Lean / Agile development methodologies
Preferred Qualifications:
At least 10 years of IT experience in Telecom/Call Center (IVR/CTI)/ Contact Center Technologies
In depth knowledge on Genesys Framework and contact centre architectures
Design and Working knowledge on Genesys CC Platforms and Cloud
Conduct a gap analysis to identify which capabilities are enabled well through the existing technology
Collaborate with vendors to assess technology platform for its ability to support desired capabilities
Develop future state architecture options
Knowledge and understanding the APIs for data integrations
Translate the business requirements into implementation
Conduct a gap analysis to identify which capabilities are enabled well through the existing technology
Collaborate with vendors to assess technology platform for its ability to support desired capabilities
Develop future state architecture options
Proficient in installation & development of Genesys e-Service like Email, Chat, SMA and Social Network applications and analyzing issues with corresponding servers like Media servers, Interaction Server, UCS, Stat Server, ORS/URS
Hands on knowledge in developing Routing Call flows for e-Services application using IRD and Composer
Proficient in GA, GAX and CME
Strong oral and written communication skill
Must have good knowledge on Genesys framework and its components,
Understanding of Genesys architecture /components to pull the data from backend.
Analyze client technical issues, or outages etc. and define strategy to replicate issues in lab
End to End understanding of problem research and troubleshooting the logs in Genesys platform.
Ability to train/coach/mentor offshore resources on functional/technical /process aspect and lead a team
Participates in requirement and design meetings. Recommends, writes and collects business requirements.
Work on the trouble tickets/new user stories created for the bug fixing/ enhancement in the tool.
Rewriting of application code to upgrade to latest technical standards.
5 years of experience in Microsoft Technologies in Design, Development and Maintenance of Client/Server, Windows and Web-based applications using n-tier Architecture.
Excellent technical experience in designing and developing Web based applications using Visual Studio 2008/10/12, Microsoft Windows API, C#, ASP.NET, MVC, ADO.NET.
Effective communication with client stakeholders and responsible for delivery
Experience and desire to work in a Global delivery environment
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
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