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.

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.

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.

Preferred Certifications
ITIL Certifications

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

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

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

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

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.

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Equal Opportunity Employer (EEO) -

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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal