Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job DescriptionResponsible for the design, implementation and support of Sutherland Genesys platforms.  Current platforms include Genesys Engage CX Contact Genesys Genesys OBS, Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, , Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.Strong Knowledge in Genesys Engage E-services.Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.  Partners with the Business and Service Delivery team to assist with new Program solutions. Responsible for Engineering design documentation along with Runbooks for Operations.Partners with development/integrations team for platform support when needed.Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframeManages vendors on escalated issues and projects specific to your area of influence.Interacts directly with client related to issues, problems, or overall design.Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.Willingness and ability to cross train others in the varying technologies related to area of influence.Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

Qualifications

BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.

Expert knowledge of Genesys PlatformExpert in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratchAt least 2 years of experience on Composer.5 years demonstrated experience delivering on multiple, simultaneous projects.5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.

Additional InformationDemonstrated experience in vendor managementKnowledge of Avaya and Cisco CUCM is a plus

EEOC and Veteran Documentation
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