Job Description :
Description:
LOCATION: Strategic locations are Minnesota, Hartford, Raleigh, and Basking Ridge, but we are ok if we get remote workers if they are exceptional.
What is the specific title of the position Genesys Routing Engineer
What Project/Projects will the candidate be working on while on assignment TSC Genesys Implementation and ongoing Routing work
Is this person a sole contributor or part of a team Part of an Agile team
If so, please describe the team (Name of team, size of team, etc
What are the top 5-10 responsibilities for this position (Please be detailed as to what the candidate is expected to do or complete on a daily basis)
What software tools/skills are needed to perform these daily responsibilities
? Develop new and/or enhance existing application or system code as assigned or provided in technical specifications
? Perform the day to day functions such as running of existing programs, applications, jobs, reviewing logs for errors, writing or editing software and code, performing testing activities, and updating documentation
? Coordinate activities with other technical and functional areas as required
? Work may include sensitive healthcare information, data, trends, or claims
? Support other team members, removing technical road blocks, and suggest new technical solutions
What skills/attributes are a must have
? 5+ years of Routing Development Experience in Contact Center Solutions (Voice, IVR and Multi-channel)
? 5+ years of Configuration management tools
? Experience in developing Routing workflows using Composer / IR
? Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
? Working knowledge of Genesys/Cisco Framework, reporting, routing and multi-channel components
? Ability to architect routing design and development for new solutions that will be implemented for the customer
? Clear understanding of reporting (GIM/ICON) schema and impacts to reporting with respect to routing changes
? Experience in troubleshooting routing issues in production on call
? Excellent Communication and interpersonal skills
What skills/attributes are nice to have
? Experience on Build automation tools such as Anthill Pro, XL Deploy, and Jenkins to support CI / CD approach
? Experience using Cyara for call flow automation testing
? Genesys certification in Routing
Where is the work to be performed (Please list preferred Client facility, if other please specify i.e. remote work, rural, etc Can be Telecommuter,
What are the work hours (ex. 9am-5pm, day/night shifts, rotating shifts, etc) Mostly day and evening
What type of interview process is preferred (Face to face, phone, Skype, or a combination of the three) Phone