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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.


Responsibilities

 
  • 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

Qualifications
 
  • 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.

Preferred skills
 
  • 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
recruiting@btisolutions.com
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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