AVA Consulting

Lead migration and integration of cloud services, ensuring adherence to best practices, and collaborate with cross-functional teams. | Experience with cloud services, infrastructure as code, scripting, and Agile practices, along with a relevant degree or equivalent DevOps experience. | Job Description Day to Day Responsibilities of this Position and Description of Project : • The Cloud Platform Engineering (CPE) team is responsible for the stability, reliability, release and deployment of technology. The team's primary function is to increase the efficiency of the organization through well-designed automation and infrastructure. • Our team prides itself on a culture that fosters camaraderie, embraces diversity, and exudes passion! We are one of New York State's best employers and 's top companies for women in the • We are looking for an experienced Cloud Platform Engineer to analyze, integrate, and complete migration of TCGplayer services into client's environment. The ideal candidate will be responsible for identifying dependencies, solving open-ended challenges, and communicating effectively across teams. Experience within an AWS cloud environment is essential for this role. If you are a seasoned technologist seeking a challenging and rewarding opportunity in a fun and exciting industry, TCGplayer is the perfect place for you! • Take the lead to migrate and integrate TCGplayer public cloud and third party systems with client's larger ecosystem. • Interface with leadership, infrastructure, and security teams to understand challenges and proactively seek out solutions that work effectively for our internal teams. • Ensure adherence to best practices, coding standards, quality standards, and architectural guidelines, fostering a culture of technical excellence and continuous improvement. • Act as a key point of contact for stakeholders, providing updates on project status, addressing concerns, and managing expectations. What you will bring : • Experience integrating complex public cloud and third-party SaaS solutions. • Prior work with single sign-on and multi-factor authentication, with a focus on migrating between IDPs. • Knowledge of cloud services (, AWS, GCP, Azure) and infrastructure as code (, Terraform, CloudFormation). • Agile methodology including using tools / practices such as Jira, roadmapping, managing sprints and backlogs, and tracking resource usage. • Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical DevOps experience with at least + years working with AWS. • Strong scripting / coding skills in one or more programming / scripting languages (, Python, Powershell,Go, C, JavaScript). • Strong communication and collaboration skills to work effectively with cross-functional teams. • A passion for building systems that truly meet the needs of multiple types of technical and non-technical users.

Analyze and document business requirements for Genesys Cloud routing, design scalable routing frameworks, collaborate with stakeholders, assist in system configuration and integration, develop functional specs, participate in UAT, and monitor system performance. | 5+ years as a Business Systems Analyst in contact center technology with strong hands-on Genesys Cloud routing experience, understanding of contact center operations, excellent communication skills, and ability to translate business needs into technical solutions. | AVA Consulting is seeking a Business Systems Analyst - Contact Center Technology Location: Remote - US U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. Job Description: • We are looking for a seasoned Business Systems Analyst with deep experience in contact center technology, especially Genesys Cloud, and a strong track record of supporting or implementing back-office routing frameworks. In this role, you ll serve as a key partner to Product and Engineering teams, ensuring business requirements are clearly defined, technically feasible, and aligned with operational needs across both front-line and back-office functions. • This position offers a unique opportunity to contribute to customer experience innovation by helping shape routing strategies that extend beyond traditional voice and chat queues, optimizing workflows for specialized teams such as fraud, escalations, finance, and case management. Responsibilities: • Analyze and document business requirements for Genesys Cloud-based routing (voice, messaging) and back-office use cases such as case work distribution and specialized queue management. • Design and support scalable routing frameworks that incorporate SLAs, skills, priorities, and work types across multiple channels and business units. • Collaborate with cross-functional stakeholders to ensure routing and framework designs meet operational and compliance requirements. • Assist in system configuration, integration planning, and validation for Genesys Cloud and connected platforms (e.g., CRM, WEM tools). • Develop user stories, process diagrams, and functional specs to support platform enhancements and roadmap delivery. • Participate in UAT, troubleshoot production issues, and provide go-live support for routing changes and enhancements. • Monitor usage patterns and system performance to proactively recommend improvements in back-office and frontline routing strategies. Required Skills: • 5+ years of experience as a Business Systems Analyst or similar role in contact center technology. • Strong hands-on experience with Genesys Cloud, particularly in routing configuration and IVR workflows. • Experience implementing or supporting back-office routing, including asynchronous task assignment and multi-step workflows. • Deep understanding of contact center operations, agent tools, and support processes. • Strong communication and documentation skills, capable of working across business and technical audiences. • Ability to translate business needs into scalable and sustainable technical solutions. Preferred Skills: • Familiarity with systems such as Salesforce, ServiceNow, or workflow/case management platforms. • Understanding of routing concepts like work item prioritization, skill matching, load balancing, and escalations. • Exposure to WEM tools (e.g., Genesys Cloud, NICE, Cresta) and performance data workflows. • Experience with data visualization and reporting tools such as Tableau, Power BI, or Excel. NOTE: Interested Candidates can apply by sending their Updated Resume and Contact Details. Ron Tolson AVA Consulting Fax: Web: