Genesys Cloud Architecture

Genesys Cloud Architecture

Roles & Responsibilities

• Provide advanced troubleshooting for applications and systems, determining cause and effect.
• Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
• Understand and apply advanced system/application administration, management and performance tuning techniques.
• Assist with day-to-day operation support, performance tuning, disaster recovery
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• 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.
• Develops job aides and other tools to assist engineers in improving overall quality of service
• Evaluate hardware and software requirements and be able to justify purchase decisions.
• Other duties as assigned by Management.
• Design, Develop and Deploy Contact Center Solution.
• Develop IVR call flow
• Troubleshooting call flow issues, logs, and error reporting.
• Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.

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

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 Database
• 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

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.