Genesys Engineer / Genesys PureCloud Engineer / Genesys Consultant / Genesys Developer / Lead Genesys Developer / Senior Genesys Developer - CirrusLabs - Remote

Skills

Genesys

Job Description:

Responsibilities:

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: