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Contact Center Call Listening Software and Call Routing Expert

Job Title
Contact Center Call Listening Software and Call Routing Expert
Job ID
McLean,  VA
Other Location
Job Profile
Technical Support Engineer
Job Description
Serve as a trusted advisor to the federal government by providing call listening technology and call routing expertise for a large multi-site and multi-channel contact center.  Lead migration of cloud-based call recording and call routing system by developing transition plan, delivering technical expertise, identifying risks, and providing programmatic support throughout the transition to the new call center technology. Leverage technology expertise to make certain of successful transition with minimal disruption to contact center. Support rollout of call listening user training, system configuration/administration, and reporting/dashboarding. Utilize technical knowledge of the systems development life cycle to identify and assess the impact of contact center call recording and call routing platform in the areas of contact center technology, people and processes. Present findings and recommendations to client, contact center stakeholders and leadership.

Location: McLean, VA
Travel Requirements: Flexibility to travel within the DC and Baltimore metro areas

Basic Qualifications:
  • Experience leading or supporting implementation of call recording software, specifically Genesys Cloud CX platform, within a large public or private sector contact center
  • Comprehensive understanding of Genesys Cloud CX and its integration with other contact center systems including CRM applications (Oracle/Siebel, Pega, Salesforce, etc.) telecom infrastructure (Genesys, Avaya, etc.); contact center operations (work force management, reporting metrics, quality assurance, etc.); and contact center processes (call handling, escalations, etc.)
  • Experience deploying, configuring, testing, and administering call recording and call routing technologies
  • Ability to collect requirements and data points from multiple stakeholders and develop process maps to document process flows using Visio and/or other diagramming applications
  • Understanding of project management methodologies (processes, best practices, tools, and templates)
  • 3+ years’ experience working with projects using the Software/Systems Development Life Cycle (SDLC)
  • Must be a self-starter with the ability to work effectively independently and in team settings
  • Excellent verbal and written English communication skills and interaction with clients and other teams
  • Strong writing (e.g., whitepapers, decks) and presentation skills with a focus on attention to detail

Additional Qualifications:
  • Management consulting experience required, with at least 3+ years IT project management or strategy experience focused on contact centers in public or private sector
  • Knowledge of current contact center industry trends and current technologies
  • Experience briefing clients and senior management on strategic initiatives
  • Experience managing and working on multiple concurrent tasks, projects and priorities in a fast paced matrix-managed environment to meet aggressive deadlines

    • Clearance: Clearable
    • Education: Bachelors in IT related field preferred
    • Certification: None required
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ThunderYard Solutions is proud to be an Equal Opportunity Employer.  We don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our community, and our customers.  All applicants will be considered for employment without discrimination of race, color, religion, or belief, national, social, or ethnic origin, sex, age, physical, mental, or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, protected veteran status, family medical history or genetic information.

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