Contact Center Consultant

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction. Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters. Contact Center Consultant Location: Sarasota, FL [Remote Work] 12+ Months

Job Description

Serve as the technical SME for the Glia Contact Center platform providing end to end ownership across solution design configuration integration implementation and support. Engage directly with customer stakeholders to understand the business requirements, enhancements, operational challenges and integration needs. Translate business requirements into Glia solutions design, configuration workflows and technical specifications. Configure and enhance Glia capabilities across digital messaging, voice, video, co-browsing and customer engagement channels. Design and configure routing queues, skills, workflows and customer interaction journeys. Develop and maintain integration between Glia and CRM contact center identity management telephony and other enterprise applications. Work with REST APIs, webhooks, JSON, SSO and API based integration technologies. Perform impact analysis for new requirements and recommend scalable and supportable solutions. Troubleshoot complex production and integration issues and perform root cause analysis. Identity opportunities for platform optimization, automation, stability improvement and enhanced customer experience. Coordinate with customer product development, QA, Infrastructure security support and vendor teams through implementation and deployment. Participate in solution design reviews and ensure adherence to established development architecture and security standards. Required Skills 7-11 years of overall experience in application contact center or digital customer engagement technologies. Strong hands on experience with Glia platform including configuration, customization, administration and integration. Experience with Glia digital interaction capabilities including messages, chat, voice, video and co-browsing. Strong understanding of contact center routing queue skills, workflows and customer journeys. Hands on experience with REST APIs, webhooks, JSON, SSO and API based integration technologies. Experience with integrations between Glia and CRM contact center identity management telephony and other enterprise applications. Strong troubleshooting skills with RCA capabilities in production environment. Ability to independently conduct customer requirement discussion, technical solutioning and solution walkthroughs. Experience working across the full lifecycle from requirement gathering and architecture through implementation, deployment and production support. Strong verbal and written communication and customer facing skills Experience working in Agile environment. Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment.