Job Information
The Prudential Insurance Company of America Director, Genesys Cloud & Unified Communications in Newark, New Jersey
Director, Genesys Cloud & Unified Communications (The Prudential Insurance Company of America, Newark, NJ): Oversee the architecture, development, design, and implementation of Contact Center solutions to Genesys Cloud platform. Lead a team with the ability to guide team members, business users and cross functional teams for Cloud Architecture, solution designing and implementation. Lead and provide guidance on Chat BOTs, AI / ML, call recording, speech and workforce management solutions. Responsible for planning, budgetary control, people management and vendor management. Lead the requirement discussions, scope and drive the timelines with international business groups. Responsible for planning, designing and implementing the project in Agile delivery approach. Project manage the weekly business and technical leadership project status meetings. Manage the overall relationship with business and stakeholders on the migration project. Oversee the team that is responsible for data center migration and legacy application upgrades. Full time employment, Monday - Friday, 40 hours per week.MINIMUM REQUIREMENTS:Must have a Bachelor’s degree in Computer Science, Computer Information Systems, Software Engineering or a related field and 10 years of progressive, post-baccalaureate work experience. Of the required experience, must have 10 years of experience in all of the following: •Contact Center CX domain, including migrating large scale contact centers from Avaya platforms to Cloud; •Genesys Engage suite, including managing the Genesys suite of products ranging from IVR, Routing, Desktop and Reporting; •Managing and leading a team of direct reports; and •Utilizing customer service technology, including Cisco, Avaya, and CRM integrations. Of the required experience, must have 5 years of experience in the following: •Genesys Cloud; and •Agile methodologies. 100% telecommuting permitted. Candidate may reside anywhere in the U.S. Travel: Up to 10% international and 10% domestic travel required.TO APPLY: Apply online at "https://bit.ly/3XcRp11". Should you have any difficulty in applying for this position through our website, please contact ramona.wallace@prudential.com for assistance in the application process.