Title: Senior Contact Center Solutions Specialist
Location: Multiple Locations (Charlotte, Chandler, New Jersey, Minneapolis, Denver, Dallas, Des Moines)
Job Description:

We are seeking a highly skilled and experienced Senior Contact Center Solutions Specialist to join our team. This role is crucial for the implementation and support of our Contact Center platforms, ensuring seamless integration and high-quality performance across various systems. The ideal candidate will have extensive experience in call recording, interaction analytics, and cloud storage integration, with a solid background in MSSQL and server administration.

Responsibilities:

• Lead and manage project implementations for Contact Center solutions.
• Oversee platform integrations, ensuring seamless operation and user satisfaction.
• Provide advanced support for Contact Center products, including call recording, interaction analytics, call transcriptions, quality assurance, and quality monitoring.
• Develop and execute prevention plans to mitigate potential issues.
• Manage storage migrations and ensure data integrity and security.
• Integrate and maintain cloud storage solutions.
• Perform MSSQL Server Administration, Windows Server Administration, and Linux (RHEL 8) Server Administration.
• Develop and maintain scripts using Bash, Korn shell, PowerShell, and SQL.
• Utilize interaction analytics tools like NICE Engage, Verint I360, NICE Nexidia, and Verint Speech Analytics.
• Develop BI reports to support decision-making processes.
• Participate in Agile Kanban methodology to ensure effective project management and delivery.

Qualifications:

• Call Recording: Minimum 5 years.
• Interaction Analytics: Minimum 3 years.
• NICE Engage and/or Verint I360: Minimum 2 years.
• NICE Nexidia and/or Verint Speech Analytics: Minimum 2 years.
• Hitachi HCP or StorageGrid: Minimum 1 year.
• Contact Center Solutions for large enterprises: Minimum 5 years.
• Cloud Storage Integration: Minimum 1 year.
• Agile Kanban Methodology: Minimum 3 years.
• MSSQL Server Administration: Minimum 5 years.
• Windows Server Administration: Minimum 5 years.
• Linux (RHEL 8) Server Administration: Minimum 5 years.
• Bash/Korn Shell Scripting: Minimum 2 years.
• PowerShell Scripting: Minimum 2 years.
• SQL Scripting: Minimum 5 years.
• BI Reporting: Minimum 1 year.
• Fluent in spoken English; intermediate to fluent in written English.
• Experience with Wilmac Continuity Replay is a plus.
• Proficiency in Contact Management and Computer Telephony Integration (CTI) with Genesys.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini:
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com

Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Salary Transparency Disclaimer
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $68034 - $77904 / year.
This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.