Job Details
Skills And Tools:
Job Description
· Maintain contact center platforms and recommend new technologies/advancements that will enhance the platform.
· Design and implement new contact center platforms
· Document infrastructure associated with the contact center solutions as well ongoing changes to the environment
· Produce high availability designs to ensure seamless processing during application failure or environment disruptions
· Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform
· Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
· Provide production support for issues raised as a result of client feedback
· Write well designed, testable, efficient code and ensure designs are in compliance with specifications
· prepare and produce releases of software components to meet business requirements/needs
· Supports users and assists in troubleshooting by developing documentation and self-help tools
· Develop alerting tools to aid in efficiently troubleshooting errors/issues
· Manage and work with various infrastructure teams, vendors, and peers
· Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform
Job Requirements
5+ years’ experience in the following:
Genesys Product Suite v8.x: Framework;
IRD and Composer Routing; Administrator WFM;CCPulse;CCA/ICON
Infomart with a focus on SIP environments experience in GENESYS Engage contact center technologies including CTI, SIP and Genesys SIP Server,
Call Routing and Historical Reporting, Genesys Workspace, Call Recording, VoIP technology, and CRM Integrations and IVR solutions Solid analytical skills, problem determination, and resolution recovery processes Genesys training and certification a plus.
