Genesys Cloud Contact Center SME

Overview

Remote
Depends on Experience
Contract - Independent
Contract - W2
Contract - 15 Month(s)
No Travel Required

Skills

Genesys
Cisco Unified
Unified communication
Voice
UCCE
contact center
CUCM

Job Details

We are hiring for a Genesys SME long term contractual job opportunity as posted below. Interested ! Please apply with your most updated resume.

Title: Genesys Cloud Contact Center SME
Location: Fully Remote
Shift #: Mon Tues, Thurs-Fri ; 2am-12pm ET
Duration: 1 yr Desired Start: June ASAP

Requirements: Should be able to pass a drug screening, background check, and Public Trust

Qualifications: Bachelor s degree required or equivalent experience.

At least 8 years of hands-on configuration, implementation, upgrading/patching, and technical trouble-shooting support experience in voice, UC, Contact Center to include 5+ years working with Cloud Contact Centers with at least 2 years on Genesys Cloud.

Contact Center certifications are preferred. The primary focus of this role will be as a SME for VA s new Genesys Cloud platform; however experience with other Cloud CC platforms, CUCM, Unity, UCCE/PCCE are also desirable.

Job responsibilities and key requirements may include, but are not limited to, the following:

  • Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to Genesys Cloud CC.
  • Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
  • Collaborate with other Tier IIs and Tier III Engineers to reach successful and timely resolution for all customer issues.
  • Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
  • Proactive Monitoring and Analysis of Genesys Cloud Infrastructure
  • Support after hours maintenance on Contact Center
  • MACD and Service Request Support
  • System level changes and maintenance
  • Problem Management support including post-mortem reports and analysis
  • Analysis of service infrastructure using specialized tools and systems
  • Perform system and database backup and recovery
  • Circuit outages; work with carriers to resolve circuit issues
  • Daily/night health checks on all systems as applicable
  • Troubleshoot user outages related to Genesys Cloud CC platforms
  • Assist Networking group in troubleshooting network related VoIP and CC outages
  • Perform System upgrades and transformations to Genesys Cloud
  • Manage/assist with service disruptions
  • Integrated third party application support
  • Configuration Management support i.e. Finesse application, perform installation of call agent
  • Install Genesys Cloud CC System patch applications
  • Scripting for Genesys Cloud call routing
  • Manage Genesys Cloud CC contact service queue creation, configuration, outage response, application management, user license installations
  • Troubleshoot and solve call flow issues affecting various CC and UC platforms
  • As requested, develop architectural modifications to network based on mission requirements
  • Maintain documentation for systems and data center environment
  • Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
  • Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing
  • Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
  • Understand and support Genesys Cloud IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API s, CTI screen pop, Finesse gadgets, IVR database dips.
  • Strong familiarity with CVP scripting and an experienced development background
  • Responsible for implementation (build) of a variety of voice patterns including Contact Center applications and peripherals.
  • Experience administering, engineering, deploying, troubleshooting, and supporting all components of Genesys Cloud CC including CVP & ICM scripting.
  • Database/SQL skills/Custom Reports
  • Ability to work independently and end with a strong sense of system ownership.
  • Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
  • Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
  • Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans are all a plus.

Warm Regards,
Zahid H Ansary
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