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Genesys CTI Senior Engineer / Ridgefield Park, NJ / SW Development / SC785776

Ridgefield Park, NJ
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
  • 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)

BTI Recruiting Team
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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