Genesys Engineer / Genesys PureCloud Engineer / Genesys Consultant / Genesys Developer / Lead Genesys Developer / Senior Genesys Developer

$60 - $80

Contract: W2, Corp-To-Corp



    Job Description

    Job Description:



    • Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts
    • Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation
    • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis
    • Perform unit and quality assurance testing
    • Support customer acceptance testing activities and troubleshoot/correct any issues
    • Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed


    Required Skills/Qualifications:

    • Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS
    • Experience in chatbots (Lex, Dialog Flow and Nuance)
    • 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments
    • Experience administrating and supporting PureCloud (Genesys Cloud)
    • Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
    • Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
    • Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
    • Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
    • 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
    • Understanding of business processes and how they relate to customer experience technology
    • Strong architecture & systems planning skills
    • Well versed with omni-channel technologies
    • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management


    Preferred Experience:

    • Genesys Cloud certified
    • Expertise in PureCloud API's
    • Expertise in Chatbot
    • Expertise in Architect flows
    • SIP and H323 troubleshooting experience
    • Development skills/certifications
    • Java/JavaScript
    • HTML
    • REST WEB Services
    • PureCloud API's
    • Microsoft SQL Server
    • Web-services, 3rd party APIs