Role: Genesys Technical Analyst
Location: Deerfield, IL
Interview: Phone/Skype
Emp Type: Permanent job
Required Technical Skills
• Experience in Leading, Defining, designing and implementing architectural digital solutions including voice, chat, messaging, social messaging, SMS, and email to address functional and non-functional business and product capability requirements
• Experience in leading/solutioning transformations from legacy to Genesys omni channel CTI/IVR/contact center setup
• Engaging and leading throughout solution architecture, working across and with business and product owners, contact center technical teams, as well as enterprise teams as needed
• Collaborating with multiple software engineering teams to build consumer digital interaction and channel application prototypes and working models of complex or new design elements
• Contributing to the development of application design and coding standards and ensuring adherence across teams to said standards
• Strong Knowledge on SIP infrastructure, Genesys Administrator, Genesys Administrator Extension(GAX), Agent Configurations (CME), Universal Routing Server (URS), and Genesys Workspace Web Edition (WWE)
• Additional advantage with experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server(URS)
• Ability to architect routing design and development for new solutions that will be implemented for the customer
- Designing & administering the Genesys Voice and multimedia solutions.
- Strong technical experience with IVR technologies (e.g. speech recognition, speech application development, VXML, CCXML) and contact center technologies
• Experience on Pulse reporting and Clear understanding of reporting schema and impacts to reporting with respect to routing changes
• A strong customer focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments.
• Coordinate activities with other technical and functional areas as required
• Support other team members, removing technical road blocks, and suggest new technical solutions
• Strong understanding of the full lifecycle project process including understanding business and functional requirements, developing details business requirements, technical design reviews and implementing sustainable solutions
Desired Skills:
• Database knowledge pertaining to SQL and Cassandra
• Good knowledge on Windows and Linux Operating systems
• Good knowledge on other voice product like Avaya/Cisco is added advantage in migration or integration with Genesys.
• Experience with Microsoft Windows Server Operating Systems, SQL Server and/or Oracle Database DBMS’s, VMWare and basic networking concepts is an advantage.
• Experience with the testing of systems and infrastructure in the IVR and contact center domains, and/or formal testing methodologies and processes is an advantage.
• Familiarity with DevOps and Agile methodologies
• Experience implementing system high availability, load balancing, and fail-over strategies
• Experience planning, evaluating, and testing system performance
• Good knowledge in solutioning Genesys Interaction Recording
Required Educational Qualifications:
• Bachelor's Degree in Computer Science, Information Technology, Mathematics OR High School Diploma / GED and at least 5 years of experience in a technical engineering role, such as software development, release management, deployment engineering, site operations, technical operations or similar.
• 5 or more years work experience in the routing development experience in Contact Center Solutions and configuration of management tools