Genesys Administrator

Genesys, Voice Routing, ACD
Contract W2, Contract Independent, Contract Corp-To-Corp, 12 Months
Depends on Experience

Job Description

Genesys Administrator

Duration: 18 Months  

Location: Ridgefield Park, NJ

 

Responsibilities:

Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.

Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications

Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time

Understand and ensure system service level goals are met

Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)

Insure that implementation plan is updated and current

Provide mentoring to the Consultant

Provide executive updates on progress of implementation

Perform other duties as assigned

 

Qualifications:

Bachelor’s degree in Engineering, Computer Science, Information Systems, or related field and 8+ years of related experience

Operation and Maintenance of Genesys 8.x Framework, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.

Operation and Maintenance of Genesys Cloud CX.

Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)

Knowledge and experience of SBC & IP Phone, softphone

Reporting (CCA, Infomart), G-Plus adapter for Verint.

Infrastructure Implementation of Changes, Releases and Upgrade.

5+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications

Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.

Dice Id : marlabnj
Position Id : 7470112
Originally Posted : 2 months ago
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