Belmont, VA Description:
Our client is currently seeking a SOFTWARE ENGINEER - MULTI-DISCIPLINARY - II (Genesys Engineer)
Senior Genesys Engineer
The Integrated Solutions Desk (ISD) is looking for a Senior Genesys Engineer who is well versed in contact center solutions (CCS) technologies and willing to be part of the team to provide support for highly demanding client's environments. Our CCS environment uses Cisco Unified Computing System (UCS), Genesys, NICE, and Aspect systems.
The contract designates that a senior engineer will be dedicated as part of the support team to oversee the functionality of the solution in its entirety. As the primary resolver group for the environment, the ISD requires a highly-skilled senior engineer with experience in managing and supporting call center applications in an enterprise wide network. The role will delve into the customer environment, document and provide supporting functionalities such as escalation and intervention for issues relating to the call center functionality, as well as the over-all interoperability of the sites - clarifying communication paths and functions during high pressure events. Additionally, this function will contribute to the on-going service improvement efforts of the ISD by identifying and establishing new processes and solutions for improved efficiencies and capabilities for the ISD.
Bachelor's degree or four or more years of work experience
Five or more years of working experience in Enterprise Genesys environment
Knowledge of call center environments and voice portal routing with knowledge and experience with Genesys call center applications such as SIP, URS , GVP, eServices.
Experience with Voice Recording systems such as NICE or GIR
Knowledge of networking (Cisco); firewalls; server (Windows); VMWare; SAN (NetApp); and database technologies
Genesys eServices experience
Cisco networking experience
Server management (VMs and Windows OS) experience
Call Recording (NICE and GIR) experience
Call center related professional certifications
Genesys Engage Certifications:
Team achieved two:
1) Core certification (inbound, management framework, installation, troubleshooting, fundamentals)
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