10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects.
Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.
Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service.
Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions.
Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions.
Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows.
Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns.
Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies.
Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies.
Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms.
Strong written and verbal communication skills with experience preparing executive reports and project status updates.
Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred.
Numbers & Facts
Location
Raritan, NJ (Remote)
Skills
Agile Programming Methodologiesunmatched
Application Programming Interface (API)unmatched
Call Center Operationsunmatched
Call Centersunmatched
Call Routingunmatched
Case Managementunmatched
Cloud Computingunmatched
Communication Skillsunmatched
Computer Telephony Integration (CTI)unmatched
Continuous Deployment/Deliveryunmatched
Continuous Integrationunmatched
Customer Experienceunmatched
Customer Relationship Management (CRM)unmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
DevOpsunmatched
Genesys Solutionsunmatched
Governmentunmatched
Healthcareunmatched
Information Technology & Information Systemsunmatched
Knowledge Managementunmatched
Medicaidunmatched
Microsoft Dynamicsunmatched
Microsoft Windows Azureunmatched
Middlewareunmatched
Presentation/Verbal Skillsunmatched
Privacy Controlsunmatched
REST (Representational State Transfer)unmatched
Regulatory Complianceunmatched
Reporting Skillsunmatched
Scrum Project Management and Software Developmentunmatched
Software as a Service (SaaS)unmatched
Status Reportsunmatched
Telephonyunmatched
Voice Response Systemsunmatched
Writing Skillsunmatched
🎯
Be found by employers
5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.