Job Description :
Position; Genesys Certified Specialist
Location: Columbus - Ohio,
Duration: Full Time
Job Description : Strong knowledge on Genesys framework and SIP server
Good experience in debugging and troubleshooting issues as a senior analyst in contact center technologies .
Hands on experience in IVR and supporting routing application (Preferably in Genesys 8.x SIP framework)
Experience in Genesys Infrastructure (Genesys CME, Genesys Administrator, GAX
Experience in leveraging Genesys technology infrastructure to automate contact center activities with solution components like Self Service/IVR, Call Routing, CTI, Reporting etc.
Experience in working in Contact Center related technologies and primary skill set should be Genesys
- Interaction Routing Designer (IRD) tool used to create and maintain routing strategies in-line with an enterprise code standard.
- Utilization of Configuration Management Environment (CME) transaction list objects to configure options in support of the routing strategies.
- Perform Production Implementation and Installations.
- Create formal documentation (standard Production Installation Document) depicting steps involved to implement code and supporting configuration into production, description of all changes, and testing considerations.
- Support of Systems Integration Testing and User Acceptance Testing.
- Should Provide support of the production environment to troubleshoot and resolve routing issues.
- Ability to debug and troubleshoot routing issues and provide a resolution by analyzing T-server and URS logs.
- Knowledge on Avaya configuration and vectoring and having a hands on experience related to NICE call recording would be an added advantage
- Developing Routing strategies for Genesys eservices (chat, email & Sms) through composer/IRD would be an added advantage.
Mandatory Technical Skills: - Genesys Framework 8.x
- Genesys Routing (IRD)
- Genesys CME, SCI, Genesys Administrator 8.0 and should have knowledge for real time reporting like CC Pulse and Pulse.
- Through Knowledge in Genesys WFM dealing with scheduling reports or configuring Agent scheduling activities.
- Should have hands on experience on reporting tools like Genesys Informart and DataMart reporting.
- Should have exposure to Call Routing/Strategy Capabilities, CTI and T-server operations.
- Should be Genesys certified professional
Desirable Technical Skills: Project Experience: At least 4 years in Analysis, Designing, Development , Testing and Supporting of Genesys Call Center projects.
Experience of working in Onsite/Offshore model
Good exposure and understanding of Genesys Contact Center Call flow (both Inbound and Outbound)
Should know T-server events and models for analyzing and troubleshooting for any call routing related issues.
Mandatory Functional Skills: Good analytical ,problem solving and debugging skills. Excellent communication skills. Must be able to understand the clients requirements and covert that into quality document with low level and high level design specifications.
Desirable Functional Skills: Utility domain or experience working with Genesys Contact Center applications as a Senior developer