Genesys Voice Engineer

Overview

On Site
$$52 / hr
Contract - W2
Contract - 1 day((s))

Skills

Genesys Voice Engineer

Job Details

Job Description:
  • Understanding of SIP Protocols, Genesys Framework and Architecture
  • Good Knowledge of SIP protocol.
  • Hands on experience on multimedia setup (chat & email) environment
  • Hands On experience on Genesys Architect, Genesys Dialogflow engine
  • Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
  • Should have experience of troubleshooting Genesys Cloud interactions
  • Should have installation experience of Genesys Edge Device
  • Should have experience of integrating Cloud telecom provider integration
  • Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc.
  • Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc.
  • Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
  • Good knowledge in Database such as SQL, Oracle, MySQL etc
  • Should have experience of integrating with SSO, Active directory tools
  • Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
  • Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
  • Integration of Genesys solution with CRM Agent desktops.
  • Should have knowledge on JAVA/.Net technology.
  • Good ITIL Knowledge Incident, Configuration Management
Responsibilities:
  • Provide advanced troubleshooting for applications and systems, determining cause and effect.
  • Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
  • Understand and apply advanced system/application administration, management and performance tuning techniques.
  • Assist with day-to-day operation support, performance tuning, disaster recovery
  • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
  • Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
  • Develops job aides and other tools to assist engineers in improving overall quality of service
  • Evaluate hardware and software requirements and be able to justify purchase decisions.
  • Other duties as assigned by Management.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.