Job Description:
 

• 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

 
Requirements:
 

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