Genesys Contact center engineer (REMOTE)

Overview

Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Genesys - Voice Email Chat
IP Telephony
SIP
Contact Center
Avaya
Cisco

Job Details

Job Title: Infrastructure Engineer Genesys (REMOTE)

Job Description:

Reason: 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

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action employer. We at HL Solutions do not discriminate based on Race, Religion, Color, National origin, Sex, Sexual orientation, Gender identity, Gender expression, Age, and Disability status.
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