Genesys CTI Senior Engineer

IVR, CTI, WFM, Call Routing etc, genesys
Contract W2, Contract Independent, Contract Corp-To-Corp, 12 Months
Depends on Experience

Job Description

please send resumes to latha(AT)marlabs.com

  1. Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
  2. Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
  3. Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
  4. Understand and ensure system service level goals are met
  5. Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)
  6. Insure that implementation plan is updated and current
  7. Provide mentoring to the Consultant
  8. Provide executive updates on progress of implementation
  9. Perform other duties as assigned

 

Requirements:

 

  1. Associate’s Degree required (Bachelor’s Preferred)
  2. 7+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications
  3. Operation and Maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.
  4. Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)
  5. Knowledge and experience of Genesys SIP Server, SBC & IP Phone
  6. Knowledge and experience of VoIP – SIP, SBC call troubleshooting
  7. Knowledge and experience of Contact Center Redundancy / Disaster Recovery Planning
  8. Basic knowledge of SQL queries and MS-SQL database
  9. Basic knowledge of voice networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, VoIP, and VLAN design
  10. Reporting (CCA, Infomart), G-Plus adapter for WFM ( Verint experience preferred)
  11. Infrastructure Implementation of Changes, Releases and Upgrade
  12. Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.

Possess current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant

Dice Id : marlabnj
Position Id : 6771303
Originally Posted : 2 months ago
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