Description & Requirements
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit
Minimum Requirements: - Bachelor's degree and 5-7 years of relevant experience or equivalent combination of education and experience required.
Job duties and responsibilities
- Serve as lead technical design and architectural expert for cloud contact center solutions
- Review and analyze RFP requirements while leading solution design
- Collaborate with various products owners to establish the technical vision
- Understand and explain cloud integration methodologies for SaaS and PaaS technology
- Develop re-usable artifacts, assets, standards and best practices
- Author and effectively communicate solution diagrams
- Develop and deliver technical presentations
- Participate in the review and development of content for technical proposal responses
- Provide technical product expertise during sales opportunities, both in person and remotely, to include providing live product demonstrations
- Understand the competitive landscape and have the ability to clearly articulate the technical differentiation and value proposition associated with the organization-s solutions
- Develop solutions/strategies using technology to resolve customer issues and achieve business goals/objectives
- Build and configure demo scenarios in Genesys Cloud Admin and Architect including but not limited to ACD, IVR, automated dialers, queuing, skilling, quality, ACD Email, Web Messaging, and SMS
- Work with implementation and support teams to provide project information during internal project kick-off, as well as during the project, as needed, to clarify any questions stemming from pre-sales / design discussions
- Lead and/or participate in proof of concept design
Education/Requirements
- Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience
- 4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify technical solutions, risks and risk mitigation strategies OR in a similar role
- Genesys Cloud certification preferred
- Understanding of public cloud and private cloud IaaS, PaaS and SaaS
- Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording, quality, ACD Email, Web Messaging and SMS
- Knowledge of requests, REST web services, and JSON
- Knowledge and experience working with Google Cloud, AWS / AWS AI and ML, AWS Lambda, Amazon Lexbots, and Microsoft Azure preferred
- Knowledge of other contact center platforms and VoIP protocols
- Detailed understanding of SIP and all associated messaging
- Proven ability to work in fast-pace environment and multi-task appropriately against competing priorities and deadlines under limited supervision
- Ability to work well both independently and in teams
- Understanding of project management processes and relevant project management experience
- Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams
- Excellent interpersonal skills to interact with customers, senior-level personnel and Team members
- Excellent organization and communication skills, both written and verbal, with great attention to detail
- Strong critical thinking and problem-solving skills
- Ability to distill meaningful insights from structured and unstructured data
- Ability to leverage data to inform and support critical decisions
- Proficiency in Microsoft Office products including MS Powerpoint, MS Excel, MS Word, MS Teams and MS Outlook
EEO Statement
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
