Roles and Responsibilities
- Experience 4+ Years
- Administration of Genesys Contact Center. Create call flows, route points, add new users, check system logs, etc.
- Collaborate with Genesys Professional Services and subject matter experts in installing and troubleshooting Genesys components
- Provide on-call support to users by handling Service Requests and Incidents related to Genesys
- Providing extensive experience with Genesys products (ORS,URS, Composer, SIP Server, ICON, INFOMART, Pulse, GAAP other).
- Documenting design and build to enhance the technical documentation of solution.
- Genesys routing and support implementation experience.
- Strong knowledge of configuration and implementation of Genesys Framework.
- Strong knowledge of GMS & Digital eService
- Good knowledge of Genesys Infomart reporting.
- Good knowledge of Genesys Workforce Management.
- Conceptualizing and developing prototypes quickly in working with the product and architect.
- Engaging in engineering and development discussions, contributing to the conversation, providing your own opinions, asking thoughtful questions for clarification, and enriching the environment.
- Experience in leading/solutioning transformations from legacy to Genesys omnichannel CTI/IVR/contact center setup
- 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 Desktop Edition (WDE)
- Additional advantage with experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server (URS)
- A strong customer focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments.