Contact Center Quality Analyst, Sr. jobs in Atlanta, GA

Main Responsibilities:

• Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
• Ability to work with enterprise and network architects to design low level architecture diagram.
• Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
• Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
• Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
• Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
• Work with dev leads and address core issues related to performance, security, scalability etc.
• Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
• Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
• Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.

Must Have:

• 10 years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
• 5 years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
• Must have knowledge of key cloud platforms such as AWS, MS Azure or Google Cloud Platform
• Core knowledge of telephony protocols and architecture
• Through understanding of leading AI tools and market trends
• Understanding of modular design
• Hands on experience on designing and implementing best practices related to IVR and NLU
• Through understanding of WEM/WFM and it's interactions with core CCaaS platform

Must have advance certification like :

• CCNP(Cisco Certified Network Professional)
• CCIE(Cisco Contact Center Implementing Enterprise)
• NIce CXOne Core Plus
• Google Cloud Platform (Genesys Cloud Professional)
• Genesys Cloud CX Certified Developer
• Genesys Cloud Certified API Developer
• Genesys Cloud Scripting Certified Specialist

Nice to have:

• Experience with QM and Workforce Management
• Knowledge of AI tools
• Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
• Knowledge of Jira and Scrum is preferable.
• Understanding of 3rd party LLM modules
• Integrations of custom AI engines with CCaaS tools

SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.