Contact Center Service Manager

Contact Center Service Manager

Description -

Job Summary

• This role is responsible for independently implementing complex end-user or enterprise infrastructure, applications, or services, and analyzing business requirements to configure third-party software and implement infrastructure solutions. The role involves actively participating as a member and often assuming leadership within IT technical teams, specializing in applications or sub-domains. The role collaborates within the IT function, participates in architecture reviews to ensure compliance with standards, and manages high-risk, critical infrastructure or software platforms with a high level of complexity. The role also includes identifying potential escalations, contributing to system optimization, and providing mentorship to lower-level employees.

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HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Relocation -
Equal Opportunity Employer (EEO) -

Travel -

Shift -
First Shift (Mexico)

Schedule -
Full time

Job -
Data & Information Technology

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Knowledge & Skills
Genesys must have
• Active Directory
• Agile Methodology
• Amazon Web Services
• Ansible
• Automation
• Computer Science
• DevOps
• IT Infrastructure
• Kubernetes
• Linux
• Microsoft Azure
• Operating Systems
• Python (Programming Language)
• Scripting
• SQL (Programming Language)
• System Administration
• Systems Engineering
• Virtualization
• Windows PowerShell
• Windows Servers

Preferred Certifications
• ITIL Certifications

Education & Experience Recommended
• Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in project management, production support of information technology (IT) services, or a related field.

Responsibilities
• Devises team-oriented solutions for intricate problems, independently implementing end-user or enterprise infrastructure, applications, or services of notable complexity.
• Analyzes business requirements, configures third-party software, implements infrastructure solutions, creates comprehensive documentation, conducts testing, and maintains applications, infrastructure, and information systems.
• Collaborates within the information technology function, securing necessary resources and contributing to the achievement of objectives and strategies.
• Participates in architecture reviews to ensure solutions adhere to standards and utilize approved technologies, with typical customers including end users and various functional areas.
• Participates as a member of IT technical teams and often assumes a leadership role within a team of support engineers specialized in applications or sub-domains.
• Leverages extensive and diverse knowledge of technology and industry trends to proficiently oversee and manage high-risk, critical infrastructure or software platforms and user groups characterized by a high degree of complexity.
• Identifies potential escalations and proactively communicates them to management, assuming a lead role in escalating matters up to L3.
• Identifies opportunities for functional and technical design enhancements and system architecture improvements, contributing to system optimization.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.