Infrastructure Engineering Sr Advisor (Genesys IVR) - Bloomfield, CT or Remote

Overview

Remote
Hybrid
Contract - W2
Contract - Independent

Skills

Genesys services including Voice
Email
SMS
and Chat Routing
Contact Center Call

Job Details

Role : Infrastructure Engineering Sr Advisor (Genesys IVR)

Location: Bloomfield, CT(Onsite preferred, but Remote/work-from-home is also an option)

Contract

Special Project - ACT Avaya to Cisco migration

  • 7 to 10 years of experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email.
  • Advanced Contact Center Call Flows and script design.
  • Good knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration.
  • Basic knowledge of Avaya and Cisco end point integration.
  • Must have experience in Genesys Voice, Email, SMS, and Chat Routing.
  • Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.
  • Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.

Must Haves:

  • Must have experience in Genesys services including Voice, Email, SMS, and Chat Routing.
  • Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
  • Advanced Contact Center Call Flows and script design preferably with Cisco, Avaya and Genesys platforms

Software Knowledge:

  • Genesys eservices
  • Genesys Framework (CME)
  • Genesys Routing Design
  • Genesys IVR
  • Genesys Web Services (GWS)
  • Orchestration Routing Solution (ORS)
  • Composer
  • Interaction Concentrator
  • CC Pulse
  • GVP 8.5
  • SIP, MCP

Operating Systems:

  • Windows
  • Linux

Databases:

  • SQL Server
  • Oracle
  • Cassandra
Regards
Kevin Raj
ERP Mark Inc
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