Voice & Data Specialist

at  Lightspeed

Lightspeed is looking for a Voice & Data Specialist to join our rapidly scaling team. The successful candidate will be responsible for the ongoing support and maintenance of the existing Telephony and Contact Center solutions as well as the transition to Genesys Cloud platform from newly acquired companies. The candidate should be able to design and implement Genesys Cloud environment configuration, implementation, and deployment to production. The candidate will be passionate about contributing to an organisation focused on continuously improving the customer and employee experience. Furthermore the candidate will provide key coaching and support for fellow junior IT staff, helping them grow into potential Voice & Data Specialists.

Primary Responsibilities:

• Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Work with technical teams and business leaders to design, develop, and maintain IVRs, call flows & reports.
• Assist in the implementation of Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech & Customer Journey Analytics, and Advanced Reporting
• Manage phone numbers (DIDs) and maintain carrier relations while being mindful of telecom regulations
• Supporting and maintaining high-security environments (PCI, GDPR, etc.)
• Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution
• Provide technical guidance, plan and execute migration from acquired platforms to Lightspeeds Telephony & Contact Center platforms
• Support the evaluation and implementation of new enterprise technologies as Lightspeed scales.
• Provide day-to-day support to Lightspeed employees; address technical questions, troubleshoot issues with vendors, and provide coaching on Lightspeed’s IT systems.
• Create and maintain a Telephony platform knowledge base.

Requirements:

• 5+ years of hands-on experience in information technology, ITIL/ITSM, and/or technical operations, preferably at a high-growth start-up
• Strong experience with Cloud enablement of contact center solutions
• Experience architecting and designing complex queuing/routing, call flows, and conversational flows for a complete customer journey
• Experience in implementing capabilities including but not limited to: softphone, analytics, call recording, workforce management

Assets:

• Experience with Genesys Cloud or equivalent ( Interactive Intelligence )
• Experience with Amazon Web Services (AWS), Amazon Connect, Outreach, Fuze, Vonage (formerly NewVoiceMedia), Aircall
• Experience integrating Genesys Cloud with Salesforce, Zendesk, OneLogin, Workato
• Experience with ServiceNow
• Understanding of VoIP network troubleshooting tools and protocols such as Wireshark, VOIP, SIP, RTP, SRTP & QoS
• Experience with PCI, SOX, SOC1, SOC2 Compliance and GDPR/CCPA
• Demonstrated high level of detail orientation and organizational skills
• Highly collaborative and team-oriented; comfortable leading cross-functional projects
• A customer-centric approach to end-user support; able to explain technical concepts clearly to a variety of technical and non-technical stakeholders across an organisation
• Good time management skills and good understanding to prioritise works
• Passion for identifying and mitigating potential data and system security threats through creative problem-solving
• Systems thinker motivated by solving complex problems and building scalable processes
• Excellent English written & verbal communication skills

• Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Work with technical teams and business leaders to design, develop, and maintain IVRs, call flows & reports.
• Assist in the implementation of Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech & Customer Journey Analytics, and Advanced Reporting
• Manage phone numbers (DIDs) and maintain carrier relations while being mindful of telecom regulations
• Supporting and maintaining high-security environments (PCI, GDPR, etc.)
• Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution
• Provide technical guidance, plan and execute migration from acquired platforms to Lightspeeds Telephony & Contact Center platforms
• Support the evaluation and implementation of new enterprise technologies as Lightspeed scales.
• Provide day-to-day support to Lightspeed employees; address technical questions, troubleshoot issues with vendors, and provide coaching on Lightspeed’s IT systems.
• Create and maintain a Telephony platform knowledge base