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Genesys Contact Center Director

Date Posted: 7/2/2020

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Job Description

Immediate need for Genesys Contact Center Director for a financial services company in Tustin, CA. Direct Hire! Highly desired work culture and competitive compensation package!

Summary:

The Contact Center Director (Genesys Pure Connect) would be the leader of a highly dynamic and visible team in the organization. This role directly contributes to the front-line output of the company and requires an individual that is very detail oriented but can also work quickly in the case of emergency, someone who is self-motivated and has a proven record managing vendors and employees. You will be a member of multiple teams, providing insight and solutions across the organization. The right fit for this role would be someone who has a VERY STRONG technical background but can also interface directly with business including the CEO. This role reports Directly to the SVP of Enterprise Development and is considered a direct technical SME for the business.

This is not an ivory tower position; this position is best suited for someone that is a front lines leader. Must be able to both make and take orders, must understand and advise business on the consequences of those orders.

Duties & Responsibilities:

Directly oversee all aspects of the contact center including telecom, PBX Servers (VM and BM), voice networking equipment, adherence/availability and continual development and maintenance of company specific customizations

  • Report on transfer rate, ensure the compliant operation of the contact center, penetration rate, abandonment and adherence and report to business and have a plan to correct
  • Identify technology and communication channel trends and provide a vision for the future of the contact center and make it happen.
  • Report contact center status to sales and business leaders of current
  • Continuous development and maintenance of our outside distributed retail platform (Local Buyer Connect) which leverages contact center technology to distribute leads to mobile outside agents.
  • Manage vendor billing, budgets and project completion timeframes.
  • Develop vision for AI omni-channel customer experience for the future of the contact center
  • Provide leadership, motivation and guidance to the contact center Development and admin teams
  • Stay up to date on contact center regulations and compliance guidelines
  • Interface regularly with departments across the organization
  • Work directly with the Admin team to assist in agent help where needed
  • Work directly with the Development team and provide peer code reviews
  • Work with team on after hours maintenance, development releases, server patches, PureConnect Feature Releases and testing
  • Maintain PureConnect development infrastructure
Skills and Required Experience:
  • 10+ years of information systems experience with successes in networking and software solutions
  • 5+ years development of reports and KPI identification proven as assets to the company
  • 5+ years management experience with proven experience leading teams
  • 5+ years Genesys PureConnect contact center platform development and administration
  • 3+ years Twilio experience
  • 5+ years financial industry experience, mortgage industry preferred
  • 2+ years BI reporting (Tableau) experience
  • Strong financial and business experience
  • Ability to create and develop strong vendor relationships
  • Exceptional verbal and written communication
  • Strong negotiation skills for vendor rates is a must
  • Growth/Vision mindset for the contact center and the ability to execute on that vision
  • Communicate clearly and concisely to business leaders any issues
  • Ability to leverage MS SQL for problem identification and contact list management
  • Be able to identify and
    To apply please email your resume to ywest@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Tustin, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:7/2/2020
  • Contact: Blair West (714) 940-5420
  • Pay Range: $80,000.00 - $110,000.00 Annually
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Job Reference: JO-2006-92247