Senior Genesys Engage and CX Engineer - Fulltime

Job Title - Senior Genesys Engage and CX Engineer

Location - Austin, TX

Experience: 8 - 12 Years

JOB DESCRIPTION:

Must Have Technical/Functional Skills

• 7-10 years' experience in engineering project management in fast-paced, cross-functional, and complex environments.
• Extensive experience as the single program manager leading medium to large projects from inception to deployment.
• Technical background with understanding of front-end skills like JavaScript, HTML as well as Java based Applications
• Advanced program management skills: ability to lead, plan, organize, anticipate risks, and mitigate them, course correct, and drive results.
• Strong understanding of project and program management concepts, including the SDLC, Scrum , Agile and Hybrid methodologies.
• Experience and understanding of the importance of scope, schedule and costs to drive, manage, control, and deliver effectively.
• Previous Apple Experience will be preferred
• Experience in Retail and eCom business domain will be preferred
• Excellent written and verbal communication skills and comfortable presenting to large groups and executives.
• Ability to work independently with little oversight.
• An excellent teammate with a positive attitude and who cultivates strong relationships.

Roles & Responsibilities:

• Experience in Genesys CTI Framework with More than 7 year of experience in contact centre domain
• Experience in development and deployment of Genesys Inbound/Outbound solutions using PBXs and SIP Switches
• End to End setup of Genesys framework components and solutions like Voice Inbound, Voice Outbound and IVR
• Experience on platforms like Genesys Framework, OCS, URS, ORS, GVP, SIP Server, GMS, IVR-TServer, VXML, Nuance, Third Party IVR Integration, Cassandra
• Experience in application development and deployment in DEV, IT/UAT and Production environment
• Experience in designing the physical and logical architecture of the call flow
• Experience in handling the failover scenario, by implementing the alternate flow for the current call as well as for the upcoming calls as and when required without the loss of any interaction data
• Experience in developing complex routing strategies through IRD for various media channels
• Have analytical mindset, strong team skill, fast learning ability, troubleshooting expertise and versatility to resolve multifaceted issues despite the challenges of changing priorities.
• Experience in Supporting Genesys Multi-site environment, and responsible for implementing different projects, development, and troubleshooting of Genesys solutions