Genesys Engineer

Full Time

Perfect Presentation -
6th of October, GizaPosted 2 years ago

1 open position

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Job Description

we are looking for a Genesys Engage System Engineer to join our technology contact center team, who will help us working on the on-going support of a migration projects

Main Duties and responsibilities

Install and configure Genesys Engage Modules.
Provide production support for issues raised from the contact center and meet the SLA timelines and first time resolution target.
Assisting in gathering the requirements from the customer and turning it into a requirement document.
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.
Maintain contact canter platforms and recommend new technologies/advancements that will enhance the platform.
configure and customize reports for customers.
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

Education Requirements

● BSc/BA in Computer Science, Engineering or a related field.

Job specification

Required Qualifications

2+ years’ experience in the following:
Genesys Product Suite v8.x: Framework.
IRD and Composer Routing; Administrator WFM;
Pulse/ICONs/Infomart
SIP environments experience in GENESYS Engage contact centre technologies including CTI, SIP and Genesys SIP Server,
Digital Channels (Twitter- Facebook – WhatsApp).
Chat and Email Channels.
Call Routing and Historical Reporting(GCXI), Genesys Workspace, Call Recording , VoIP technology, and CRM Integrations and IVR solutions Solid analytical skills.
problem determination, and resolution recovery processes.
2+ or more years of telecommunications/voice technical experience.
Experience with Genesys contact centre technology platforms
Experience in Java SE is a must and Java EE is a plus.
Strong experience with Oracle DB and SQL.
Solid experience in software development life cycle
Genesys Certificates is a plus. (preferred)
CCNA R&S is a plus.
APIs Integration is a plus.
Genesys Cloud knowledge is a plus.
Verint Integration is a plus.