Genesys CTI Senior Engineer

Job Description:

·         Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.

·         Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications

·         Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time

·         Understand and ensure system service level goals are met

·         Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)

·         Insure that implementation plan is updated and current

·         Provide mentoring to the Consultant

·         Provide executive updates on progress of implementation

·    Perform other duties as assigned

Requirements:

•        Associate’s Degree required (Bachelor’s Preferred)

•        7+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications

•        Operation and Maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.

•        Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)

•        Knowledge and experience of Genesys SIP Server, SBC & IP Phone

•        Knowledge and experience of VoIP – SIP, SBC call troubleshooting

•        Knowledge and experience of Contact Center Redundancy / Disaster Recovery Planning

•        Basic knowledge of SQL queries and MS-SQL database

•        Basic knowledge of voice networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, VoIP, and VLAN design

•        Reporting (CCA, Infomart), G-Plus adapter for WFM ( Verint experience preferred)

•        Infrastructure Implementation of Changes, Releases and Upgrade

•        Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.

•        Possess current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant)

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