Genesys Cloud Architecture

Soft Skills requirements

1. Excellent communication and conversation skills (Verbal and Written)

2. Good documentation skills

3. Good working knowledge of MS OFFICE (Including MS Project and Visio)

Certification requirements:

1. Google Cloud Platform (Mandatory)

2. ITIL Foundation (Preferred)

Skills required

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

Proficiency in Contact Center Technology

Proficiency in IVR Call flow design and development

Proficiency in languages like Java Script, Python

Proficiency in IVR-specific scripting tools or languages such as VoiceXML

Experience with IVR platforms such as Genesys Cloud and Amazon Connect

Good understanding of Databas

Strong understanding of contact center technologies, including IVR, ACD, QM, WFM, and call routing.

Proficiency in RESTful or SOAP APIs to enable interactions between IVR and other systems

Good customer communication

Roles & Responsibilities

1. Provide advanced troubleshooting for applications and systems, determining cause and effect.

2. Provide 24 x 7 on call support as part of a scheduled rotation with other team members.

3. Understand and apply advanced system/application administration, management and performance tuning techniques.

4. Assist with day-to-day operation support, performance tuning, disaster recovery

5. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.

6. 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.

7. Develops job aides and other tools to assist engineers in improving overall quality of service

8. Evaluate hardware and software requirements and be able to justify purchase decisions.

9. Other duties as assigned by Management.

10. Design, Develop and Deploy Contact Center Solution.

11. Develop IVR call flow

12. Troubleshooting call flow issues, logs, and error reporting.

13. Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.

14. Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams.