Director - Infrastructure Solutions - ebay - Austin

Job description
eBay serves millions of buyers and sellers globally. In order to service our members we ensure that we provide the best solutions for connecting with us. As the Company moves from physical routing to cloud, skills-based routing, our telecom and network infrastructure becomes even more critical to our success. This position is a senior, technical role that will interact with eBay teams in Information Technology, Product Development and Customer Service to design robust, scalable, and highly maintainable contact-center technologies.
Develop a strong understanding of the business
Establish trusting relationships across the Company
Define network and telecom requirements for Global Customer Experience (including outsource partners). Create a 3 year strategy roadmap, including change management
Maintain and implement Genesys routing rules in partnership with Work Force Operations, ensuring infrastructure is in place to deploy new routing rules successfully
Provide updates on key programs and initiatives
Work across global regions to provide team support
Implement appropriate level of quality of service monitoring for these critical infrastructure components
Ensure projects are completed on time and on budget
Bachelor's or Master's degree in Computer Science, Engineering or Telecommunications preferred
10+ years' experience with networking and telecom
5+ years' experience of rules configuration in Genesys in a cloud infrastructure
Obvious track record of delivering results in matrix, partnership environment
Proven ability to build and maintain constructive working relationships with a diverse community, inside and outside of technology, and effectively influence both technical and non-technical audiences
Extensive and demonstrated ability to deliver large, complex projects
Significant experience in a high-volume, global customer experience organization
Specific Technical skills can include:

Architect / Design Voice Networks Architect / Design Genesys Solutions
Telecom/CTI: Avaya, Cisco, Oracle CCA, Genesys, VXML
Voice Technologies & Tools: Nuance, Avaya, Edify, Hammer, Witness, NICE, IVR
Applications: Siebel, CCA, Weblogic, SAP/CRM
DB: Oracle, MSSQL
OS: Linux, Solaris, Windows
Programming: Java, Javascript, C++, PL/SQL, HTML
Genesys Certified
CCVP Certified
Protocols: H323, SIP, TCP/IP
Troubleshooting / Problem Analysis

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