Customer Solutions Design Professional

Job Description

TITLE: Customer Solutions Design Professional ( Senior Analyst)

Location: São Paulo

Flexible Working / Hybrid - Office and Remote combination

Career Level: E

Hiring Manager: Helio Corona

Talent Acquisition contact name: Djoice Silva

Why BT Business

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

About the role

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated, and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital Global strategy we are moving to will help create a better future for Global and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

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You’ll have the following responsibilities.

• Technical skills:
  - Acts as the Project Engineer for Genesys Cloud implementation and upgrade projects
  - Responsible for technical qualification of the architected solution and the implementation design
  - Solves highest-level challenges
  - Works closely with Project Manager in successfully delivering projects on time and in-budget
  - Delivers technical implementation support from pre-sales, configuration validation, testing, delivery and transition to Professional Services
  - Follows PSO implementation standards
  - Execution of project plan tasks associated with engagements and robust tracking/documentation using project management tools
  - Customer Test Plan validation in close collaboration with Quality Assurance team
  - Provides remote support for customer escalations as needed
  - Identifies engagement-related problem areas and solves the issues in a proactive manner

  Administrative skills:
  - Maintains accurate and timely submission of project-related documentation
  - Maintains regular internal communications with the project team, team lead, and manager.
  - Provides feedback and updates to internal processes through collaboration platforms
  - Follows standard department processes.

  Training:
  - Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications
  - Instructs and mentors Associate Genesys Engineers using internal staff development processes and tools.

You’ll have the following skills and experience

• Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
  - 3 years of related experience in Contact Center technologies
  - At least 1 year experience Implementing or Administering Genesys Cloud and/or its predecessors and associated platforms such as Pure Connect, Pure Engage, Interaction Center.
  - Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.
  - Ability to solve complex challenges through innovative IVR logic and supporting configurations
  - Fluent (or native) English, Spanish is a (welcome) plus
  - Available to work in a Hybrid model (3 days at the office, 2 days at home)

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

Competitive salary and on-target bonus plan

• Training and development opportunities
• Career progression in BT Security and across BT with our internal development programme
• Annual leave as per the local country leave agreement.

BT values and supports diversity in all its manifestations. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity, and the contribution they make. We do not allow any form of discrimination on the basis of race, age, gender, skin color, nationality, religion, sexual preference, physical or mental disability, and/or any other group protected by law. When we say you’re welcome at BT, we really mean it.

Who is BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. Our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.

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