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Genesys Administrator / Ridgefield Park, NJ / Logistics / SN796721
Ridegefield Park, NJ
BTI Solutions offers a competitive benefits package that includes:
Medical, dental, vision, life insurance, 401k, sick leaves, and more.
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
Bachelor’s degree in Engineering, Computer Science, Information Systems, or related field and 8+ years of related experience
Operation and Maintenance of Genesys 8.x Framework, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.
Operation and Maintenance of Genesys Cloud CX.
Professional knowledge and experience of
Call Routing Management(Interaction Routing Designer, Composer)
Knowledge and experience
of SBC & IP Phone, softphone
Reporting (CCA, Infomart), G-Plus adapter for Verint.
Infrastructure Implementation of Changes, Releases and Upgrade.
5+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications
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)
3+ years of hands on experience for Genesys Cloud CX, Multicloud CX, DX
BTI Solutions, Inc. is an equal opportunity employer m/f/d/v.
BTI Recruiting Team
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
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